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Zero Friction Future
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.

$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% 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% 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.

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

ZERO
FRICTION
SOLUTIONS
by 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.

Facebook Recommendations

Read more tips on implementing zero friction solutions in your business and start taking action today.

ZERO
FRICTION
FUTURE