ZERO
FRICTION
FUTURE
RETAIL
ZERO
FRICTION
FUTURE
RETAIL
BUSINESSES ARE ALWAYS PROMISING THINGS ‘NOW’.
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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%
$213 billion is the opportunity cost of friction in the US in 2019
Source: “40 Cart Abandonment Rate Statistics,” Baymard Institute, Jun 2018 and “Retail Ecommerce Sales, US 2018–2022,” eMarketer, Oct 2018.
84%
84% of US shoppers are unlikely to shop with a brand again after one negative experience.
Source: “Last Mile Delivery: What Shoppers Want and How to #SaveRetail” Convey, Nov 2018.
61%
61% of US digital shoppers abandoned a cart because the site had errors.
Source: “Online Consumer Behavior: Optimizing the Journey for Today’s Multi-Tasking Shopper,” Namagoo, May 2018.
