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“Matthew has a way of seeing complex systems you never knew about and makes them easy to understand.
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What is it all about?
This guide walks through what friction is, why it's eroding your business, how it hides, and how to conduct your first real friction audit in your own space.
It is meant to be practical, reflective, and foundational. Not something you skim. Something you use to grow your skills and improve your organization.
Hi, I’m Matthew! I’ve spent my career helping museums, zoos, and cultural attractions deliver better guest experiences on the front lines, behind the scenes, and everywhere in between.
My foundation came early at the Walt Disney World Resort, where I learned what world-class service really looks like. But the real challenge (and joy) has been applying those lessons in the real world: places with tighter budgets, smaller teams, and guests who still expect magic.