How four brands are building a frictionless future
Last year Australian businesses lost out on $43.4 billion1 of customer spend because of friction in their customer experience.
Clearly then, while brands have previously tinkered with the concept, ensuring a seamless, inspiring and pain-free customer journey is now a strategic necessity.
Too often, friction within the research and buying journey has left potential customers frustrated, deflated and ultimately jumping ship to a competitor. And it’s not only external barriers that have scuppered so many sales. Friction can also paralyse businesses internally with poor communication and sub-standard technology leaving them unable to react.
Facebook has partnered with global futurist Anders Sörman-Nilsson to explore how Australian brands are progressing towards a Zero Friction Future, including an interview series with four leading brand executives.
Among the industries aiming to pioneer new processes is the Quick Service Restaurant (QSR) sector, which
