Something went wrong
We're having trouble with playing this video.To watch the video, please upgrade your web browser.
ZERO
FRICTION
FUTURE
RETAIL
ZERO
FRICTION
FUTURE
RETAIL
BUSINESSES ARE ALWAYS PROMISING THINGS ‘NOW’.
Something went wrong
We're having trouble with playing this video.To watch the video, please upgrade your web browser.
But none of these actually mean now — they’re merely the beginning of a tedious consumer journey.
FRICTION AFFECTS RETAIL BUSINESSES IN MORE WAYS THAN YOU THINK.
100%
€100 billion is the opportunity cost of ecommerce friction in EU5 in 2019
Sources: "40 Cart Abandonment Rate Statistics," Baymard Institute, Jun 2018. "Retail Ecommerce Sales in UK, Germany, France, Italy and Spain,” eMarketer, Oct - Dec 2018. Exchange rate of USD 1 = EUR 0.87, Oanda.com, Mar 1, 2019.
76%
76% of European consumers said they would switch from a business that doesn’t meet their customer experience expectations
Source: “Investigating the Forces Shaping the Customer Experience Battleground” by Quadient (countries include UK, France, Germany & Netherlands), 2017.
76%
76% of UK customers would switch to an alternative retailer following a poor home delivery experience.
Source: "JDA & Centiro Customer Pulse 2017" by JDA & Centiro, 2017
