ZEROFRICTIONFUTURERETAIL
BUSINESSES ARE ALWAYS PROMISING THINGS ‘NOW’.
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 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% 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% 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
THE SPEED OF
“Omni-channel is not a choice.”
Mark Roughley, CMO
Tesco Lotus
“We Believe in hyperlocal.”
Peggy Zhu, Head of Brand & Growth Marketing
SHOPEE
“ING aspires to be a tech company with a banking licence.”
Aniruddha Paul, CIO
ING Australia
“It's easy to forget about user experience when you have a large business.”
Kevin Aluwi, Co-founder
GO-JEK
“We hope to continue to run a very long-term competitive course.”
Liu Yuning, COO
KINGSGROUP
“Super customisation is the ultimate goal of Shinhan Bank.”
Wi Sung-ho, President & CEO
Shinhan Bank
“We hope to evolve into a platform that provides all daily essentials.”
Choi Woo-jung, Vice President
Shinsegae
ZEROFRICTIONSOLUTIONSby Facebook
Taking your first steps towards a Zero Friction Future can be easy if you know where to start. The following resources from Facebook can help you get started.
Zero Friction Solutions Guide
Learn how to reduce friction at every stage of your consumer journey with Facebook’s family of apps and Facebook Marketing Partner (FMP) solutions.
Facebook Blueprint
Master the use of friction-removing solutions from the Facebook family of apps to start creating seamless experiences for your customers.
