INTRODUCTION AND OVERVIEW
I’ve never had to contact Amazon about any matter.
—George Anders (then–West Coast bureauchief, Fast Company magazine)
WHAT IS A FRICTIONLESS ORGANIZATION?
A Frictionless Organization is one that has made its products and services so effective that customers never have to make contact for the wrong reasons. Everything in Frictionless Organizations works for customers and is easy for them. Using that definition, every organization should try to become frictionless! For many companies, this is almost a necessity if they ...
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