People Hate Drag – How Do You Eliminate it?
Just got back from a quick trip to LA and I could not believe how bad the traffic is there. Whenever I needed to get somewhere quickly, people just seemed to be driving like complete imbeciles – straddling lanes, going slowly in the fast lane, dawdling here and there – it’s maddening at normal times, and even worse when you are trying to get somewhere quickly. I like to think of this as the concept of drag, which I define as the difference between a customer’s seamless ideal experience, and the experience they actually get. Some people call it friction.