In the past, I have written about what I believe to be the two strategies for business that are pulling in opposite directions. The first strategy I call super-transactional, as it seeks to eliminate friction, making it easier for customers to…

The military strategist Clausewitz described the fog of war as friction. For Clausewitz, war was different in practice than on paper. You can have a strategy, a plan, and well-rehearsed tactics, but as soon as you come into contact with the enemy,…