Cover art for podcast Profit By Design

Profit By Design

110 EpisodesProduced by Dr. Sabrina Starling and Mike BrunoWebsite

You work hard in your business.On the Profit by Design Podcast, we ask the BIG question: What has your business done FOR YOU lately?Join your co-hosts, Dr. Sabrina Starling, The Business Psychologist™ and author of the How to Hire the Best Series, and Mike Bruno, CEO of Contractor Business Solutions… read more


36: Removing Friction to Create an Exceptional Client Experience with Roger Dooley

You wouldn’t purposely frustrate your top clients. Yet, many of us inadvertently do just that. Today Dr. Sabrina and Mike are talking to author, Roger Dooley. Roger’s new book, Friction, highlights aspects of our client experience many of us overlook. Roger was the VIP keynote speaker at last year’s Breakthroughs on the Bayou, where he presented on Friction. In today's episode, Dr. Sabrina and Mike talk with Roger about the powerful questions we as business owners, and our teams can be asking to uncover and remove friction in our business that could be leading to thousands of dollars in lost revenue, as well as contributing to employee disengagement. So listen in now, and let Roger open your eyes to some areas in your business that may need your attention. 

Roger Dooley is an author and international keynote speaker. His books include Friction: The Untapped Force That Can Be Your Most Powerful Advantage, and Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing. He writes the popular blog Neuromarketing, as well as a column at He is the founder of Dooley Direct, a consultancy, and co-founded College Confidential, the leading college-bound website. He has been a serial entrepreneur since he left a senior strategy position at a Fortune 1000 company to enter the then nascent computer market. Tune in today, to find out what Roger has to share about making things easier for your clients or customers.

Show Highlights:

  • Roger saw that eliminating friction was one of the easiest ways to change people's behavior.
  • Roger discovered that friction really influenced every aspect of human behavior. And that people's performance in organizations was also driven by friction.
  • Dr. Sabrina talks about a challenge that so many entrepreneurs tend to face.
  • Roger explains about some of the hidden elements of friction in the online space.
  • Companies are often oblivious to the horrible user experience that people have using their websites.
  • Behavioral science has been a big thing in Silicon Valley for about ten years, so, there, they understand the impact of friction on the customer experience. It's not necessarily like that for the rest of the world, however.
  • Roger talks about his concept of the tired brain.
  • Google's credit card auto-fill function has really made things so much easier for people to purchase things.
  • The amount of money that is wasted in abandoned in e-commerce sales carts.
  • The way that human behavior has morphed and changed, due to technology.
  • Learning to comply with customer preferences.
  • Roger talks about the success that people have had with BJ Fogg's behavior model.
  • Ways that you can use friction to change your behavior in a positive way.
  • Ways that you, as entrepreneurs, can reduce friction with your team members and clients or customers.
  • Being aware of where you might be creating friction and observing what customers have to do, to do business with you.
  • Businesses need to anticipate the needs of their first-time users.
  • Looking at what your team members and customers have to cope with.
  • Making things easier and eliminating friction points.
  • The value in making yourself vulnerable.
  • The impact that removing friction has on loyalty.
  • Roger talks about his podcast, The Brainfluence Podcast.



Profit by Design Facebook group is Dr. Sabrina’s free masterclass 


Would you like to join a community of entrepreneurs setting our businesses up to support our lives and not the other way around? Check our Breakthroughs on The Bayou 4 Week Vacation™ Legacy Retreat at

If you're interested in being a part of the retreat, all the information is available at Apply soon, as space is limited, and you may qualify for Super Early Bird Savings that is not listed on the website!


Get Dr. Sabrina's free 4 Week Vacation™ Jump Start Guide: 


Book mentioned: Digital Minimalism by Cal Newport

                           Books by Art Markman


Roger's website: 

Roger on Twitter: @rogerdooley

Roger's podcast, The Brainfluence Podcast, can be found at 

Educational emoji reaction


Interesting emoji reaction


Funny emoji reaction


Agree emoji reaction


Love emoji reaction


Wow emoji reaction


Listen to Profit By Design


A free podcast app for iPhone and Android

  • User-created playlists and collections
  • Download episodes while on WiFi to listen without using mobile data
  • Stream podcast episodes without waiting for a download
  • Queue episodes to create a personal continuous playlist
RadioPublic on iOS and Android
Or by RSS
RSS feed

Connect with listeners

Podcasters use the RadioPublic listener relationship platform to build lasting connections with fans

Yes, let's begin connecting
Browser window

Find new listeners

  • A dedicated website for your podcast
  • Web embed players designed to convert visitors to listeners in the RadioPublic apps for iPhone and Android
Clicking mouse cursor

Understand your audience

  • Capture listener activity with affinity scores
  • Measure your promotional campaigns and integrate with Google and Facebook analytics
Graph of increasing value

Engage your fanbase

  • Deliver timely Calls To Action, including email acquistion for your mailing list
  • Share exactly the right moment in an episode via text, email, and social media
Icon of cellphone with money

Make money

  • Tip and transfer funds directly to podcastsers
  • Earn money for qualified plays in the RadioPublic apps with Paid Listens