Retailers who presented customers with a frictionless purchasing experience saw 48 percent business growth over the competition

NEW YORK, NY (NRF BOOTH #1513) – Jan. 15, 2018 – NTT DATA Services, a recognized leader in global technology services, today released its latest Customer Friction Factor (CFF℠) assessment entitled, Customer-Driven Commerce Generates Friction Challenges for Retail Industry. The research addresses the ability for retailers to deliver a superior multi-channel experience, from online purchase to in-store pickup — confirming that the consumers’ website experience is impacting the bottom line for retailers.

“The most impactful way that retailers can differentiate themselves is by delivering the best customer experience. Identifying the causes of friction across customers’ online purchasing lifecycle — and resolving them — is vital for retail leaders to maintain customer satisfaction. If customers are frustrated, first they will abandon their transactions and next, they will switch to other retailers for a better shopping experience,” said Bob May, Senior Vice President, Consumer Industries, NTT DATA Services.

NTT DATA’s comprehensive assessment used its CFF framework to measure various customer friction points across 15 top-tier retail company websites including Ace Hardware, Amazon, Auto Zone, Best Buy, Cabela’s, Dick’s Sporting Goods, Dollar Tree, Home Depot, Kohls, Lowe’s, Office Depot, Sears, Target, Walgreens and Walmart — primarily focusing on product search, information transparency, purchase availability and customer service.

Key Study findings

  • Retailers who presented their customers with a frictionless purchasing experience saw their businesses grow at a greater rate and were more profitable than their competitors. Retail leaders achieved a 48 percent improvement in revenue growth and 45 percent improvement in net income in a side-by-side comparison with their peers whose purchase experiences had poor CFF scores.
  • Leading retailers offer consumers smooth transition from online purchase to in-store pickup, streamlined purchase flow, inventory tie-in, customer expectation setting and clear communications.
  • Customers’ frustrations include pop-up ads and misdirection, plus repetitive processes and too many decision points, resulting in higher likelihood of shopping cart abandonment or post-purchase dissatisfaction from incorrect inventory information.
  • 35 percent of all friction from online purchase to in-store pickup is related to technology — excessive key strokes and page navigations, a lack of inventory knowledge and an absence of search filters.
  • Only 33 percent of organizations studied could have a product ready for pick-up within one hour of placing an order online, 50 percent could not fulfill an order same day.

NTT DATA’s unique approach to helping companies eliminate customer friction and accelerate digital experiences includes a two-pronged approach. First, a CFF assessment provides a deep analysis of quantifiable friction points and identifies appropriate recommendations with an actionable plan. Second, it helps organizations identify transformational solutions, enabling them to continually improve their customer experience by monitoring, measuring and reporting on success across key performance indicators — even as systems and stakeholders change.

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, application, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune Global 100.

Personnes-ressources pour les médias

Dernières actualités

NTT DATA to Demonstrate Video AI at The 148th Open in Northern Ireland

TOKYO and NORTHERN IRELAND – July 17, 2019 – NTT DATA, a leading IT services provider and an Official Patron of The Open, one of the world’s greatest golfing championships, announced today that it will demonstrate the use of artificial intelligence (AI) technology to tag TV broadcasts extensively and automatically during The 148th Open at Royal Portrush in Northern Ireland from July 18 to 21. NTT DATA will also operate the NTT DATA Wall, a giant digital screen at the tournament, and offer select spectators use of tablet devices onsite for highly personalized enjoyment of the action in incredible detail during The Championship.

EN SAVOIR PLUS

NTT DATA Global Study Finds 61% of Financial Services and Insurance Companies Plan to Move Away from Traditional Business Models

PLANO, TEXAS – July 16, 2019 – According to research findings released today by NTT DATA Services, new digital technologies, increased competition, and evolving customer expectations are driving 61% of financial services and insurance companies (FS&Is) to shift away from traditional, vertically-integrated business models of offering customers only their own products.

EN SAVOIR PLUS

NTT DATA Identified as a Leader in 2019 IoT in Digital Transformation NEAT Evaluation by NelsonHall

PLANO, TX – July 9, 2019 – NTT DATA has been named a Leader in the NelsonHall 2019 NEAT Report for IoT in Digital Transformation. The company achieved the “Leader” ranking in three capabilities: manufacturing, retail and supply chain.

EN SAVOIR PLUS