September 24, 2019

Customer experience (CX) is a core competency for online businesses. Born out of the need to continuously improve and refine websites for users – hence the similar acronym of UX being common shorthand in the world of web development – this phrase has expanded as the influence of eCommerce has grown. 

Indeed, the idea of how potential buyers experience a brand has broadened to include the entire customer journey. As a result, every aspect of brand interaction must be analyzed if a business is to deliver a frictionless customer experience. 

Continue reading Why CPG Brands Should Focus on a Frictionless Customer Experience

September 9, 2019

Now that we have so many ways to order and engage with brands, the importance of providing a frictionless experience for customers cannot be overstated. In addition to websites, storefronts, mobile apps, and the many other ways that buyers can engage with retailers, that consideration must also extend to frictionless fulfillment.

Research from Brightpearl and Endless Gain last year found that over 60% of respondents said they wouldn’t want to buy from the same retailer again if they experienced a significant problem after purchase. This includes aspects related to fulfillment, such as inadequate packaging safety, delivery issues, or difficulties returning a problem. Continue reading 3 Hallmarks of Frictionless Fulfillment