"Top 3 Management Books” "Best Business Books” ―strategy+business "Top 10 Books of 2019" ―Shep Hyken, Forbes "Best Customer Experience Books of 2019" ―eGlobalis "With blinding insight, Friction offers takeaways that allow us, systematically, to recognize and reduce obstacles to success.” ―Robert B. Cialdini, Author of Influence and Pre-Suasion Rated 4.6/5 with 98 reader reviews Rated 4.1 on Goodreads with 117 ratings Friction is a multi-trillion dollar problem. It frustrates cu