Amazon’s Friction-Killing Tactics To Make Products More Seamless

Friction is anything that gets in the way of a customer and a task. Put another way, it’s any obstacle that prevents a user from trying or using a product or service. In this exclusive interview, Kintan Brahmbhatt takes us through how to detect and anticipate points of friction through monitoring steps in a customer’s journey with your product. He shares the three stages of … [ Read more ]

Lessons from the E-Commerce Wars

Entrepreneur Jim McCarthy on why online innovations succeed — or fail.

Why The Best Service is No Service: My Conversation with Bill Price

Guy Kawasaki interviews Bill Price, co-author with David Jaffe of a new book, The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. In this interview he reveals the concept of “Best Service” and why it is important to small business owners.