What is Frictionless Retail
Frictionless retail is the utilization of new technology to nullify as many obstacles – or points of friction – as possible; providing a seamless and convenient shopping experience.
In this context, friction is defined as any obstacles that may slow down the checkout process, such as long lines. This can cause customers to become frustrated, and subsequently abandon their cart. It can also lead to a loss in both current and future customers, and reputational damage from negative reviews and word-of-mouth.
The general aims behind frictionless retail include cutting down in-store waiting times, providing up-sell opportunities, and the seamless integration of e-commerce and brick-and-mortar stores. This can include self-checkout, mobile-checkout, automated checkout, curbside pick-up and more.