The Hidden Cost of Friction

Customer effort is the strongest predictor of brand loyalty, but we often look for friction in the wrong places. In this episode, we explore how internal siloes and fragmented tools create "drag" that kills emotional connection. Discover why the most successful leaders in 2026 focus on removing friction for their employees first, knowing it's the only way to deliver a seamless experience to the customer. To learn more about my keynote and training services, please contact me at josephmichelli.com/contact .

You can listen to The Hidden Cost of Friction online on Radio and Podcast. Open the player on this page to stream the available audio.

The Hidden Cost of Friction is an episode from The Michelli Experience by Dr. Joseph A. Michelli.

This episode is 1:51 long.

This episode was published on May 7, 2026.

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