Is your business a friction creator or a friction destroyer?
Does your business do everything possible to get out of the way of the customer and what he wants?
Or does your business do everything it can to introduce friction into the marketplace? To lobby, litigate, and obfuscate? To breathe life into a dying but still-profitable friction model?
Can friction destroyers compete in the marketplace? Can they be even more profitable than the friction creators?
Google’s “I’m Feeling Lucky” button is a friction destroyer. You might think it reduces their ad revenues. Maybe it does. Or maybe it garners the customer’s trust and reliance on Google so it makes more money in the long run.
So, are you a friction creator or destroyer?