Friction, for lack of a better term, is good. In this solo episode, I riff on Gordon Gekko's famous "Greed Is Good" speech to explain why there is good friction in customer experiences, what makes it good, and how to distinguish between good and bad friction.
I also wrote about this for CMS Wire: Friction Is Good For CX
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
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