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

Vous lisez un aperçu, inscrivez-vous pour en lire plus.

Plus de AdNews

AdNews3 min de lecture
What were your initial thoughts on the PR brief at hand? It was like being back at AWARD School! It was a challenge to distil our thinking down to a single page. We had a lot of fun with it. Advertising and PR go hand in hand, but we found it intere
AdNews13 min de lecture
The Agency Sweet Spot
Public relations, increasingly being called to the marketing table first, is shining in a broader advertising industry where margins are squeezed and pitches are getting tighter. The future is earned, socially-enabled content, often built for specifi
AdNews2 min de lecture
Since James Warburton has returned as CEO in August last year, he’s been single-minded about the direction of our organisation. We want to transform our business and return to ratings leadership. In 2020, we’ll continue the journey we’ve already star