Good friction vs bad friction: how the relentless pressure to make everything quicker and more efficient can take the fun out of consuming
Marketers need to get rid of 'bad friction', but exploit 'good friction' as a chance to engage with customers to build relationships, says Martin Hayward.
In start-ups and corporate innovation rooms across the world, a new enemy has been identified that must be defeated: friction. Friction is bad and must be removed from every element of life. Seconds count and wasted ones are the only thing stopping life being wonderful, for...