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