It’s what we all want, right? Heck, it’s what we all demand, isn’t it? The immediacy of smartphones and Gigabit Internet have changed us irrevocably, haven’t they?
Has your business changed with it?
It had better.
Recently one of my favorite writers, John Gruber, shared a story about Amazon’s retail store, called “Go,” with no checkout required.
Seriously? Seriously. Maybe you saw it, too.
I would love to shop in a store like this. Reminds me (and others) a lot of what makes Uber so appealing: a reduction in friction.
That phrase got me, and it better be getting you, too.
Have a contest this week at your company.
Make it a goal to reduce friction. As we teach in The First Order of Business, every great company’s built on a solid foundation of clear goals and strong values.
Ask everyone:
“How can we reduce friction in our customer experience?”
Reward thoughtful answers. Suggest the answerers come up not just with the ideas, but with the plans to implement them.
Then, do it again next month, or next quarter… but do it.
Amazon is… and they know a thing or two (bazillion) about the subject.
