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Frictionless Commerce

Think Frictionless Commerce, From End to End

We understand the complex intersection of people, technology, and commerce in developing holistic frictionless commerce solutions.

 

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What is Frictionless Commerce?

Avoiding Delays

When completing a transaction, consumers dislike any delay or frustration. They expect frictionless experiences with no extra effort required. Frictionless Commerce is a set of technology and business solutions used to shorten the time, distance, and hassle (real or perceived) between customers and the products and services they desire.

Delighting Customers

How do you gain loyal customers? By infusing delight into each stage of the customer journey — and ensuring they feel secure when it comes to their personal and financial data. This combination of trust and positive frictionless experiences feeds a loyalty loop and keeps customers coming back.

Assessing the Entire Value Chain

While companies must prioritize the end customer in ecommerce, smart organizations apply frictionless thinking throughout the entire value chain. A customer’s effortless, personalized Frictionless Commerce buying experience begins where the products are designed and manufactured. Every consumer-facing experience is the result of a well-oiled Frictionless Commerce machine, from sourcing raw materials to getting the product into the buyer’s hands.

Improving Internal Procedures

By removing friction points across your value chain, your company and its stakeholders can operate more efficiently, reduce waste (like costs and carbon footprint), and improve your performance. Frictionless Commerce companies are more productive, profitable, and competitive.

Comprehensively Built by Pivotree

Pivotree’s comprehensive offering uses best-in-class technology to serve distributors, manufacturers, and retailers. Our experienced team is uniquely positioned to understand the complex intersection of people, evolving technology, and commerce in the development of creative, holistic Frictionless Commerce solutions.

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Frictionless Benchmarking

Understanding what to focus on and how to measure is a critical starting point. Through detailed benchmarking and competitive analysis, Pivotree provides a blueprint for enterprises to view their performance and align their activities for the best results.

Friction Discovery

We help identify which elements within your commerce value chain are friction choke points and revenue leaks — plus the impact of that friction and how to reduce it.

Digital Enablement

Digital transformation presents endless opportunities — but what makes the most sense for your business? Pivotree works with you to identify your critical value stories and how to execute them in your business, including mastering organizational change.

Frictionless Commerce Design

Designing the ultimate customer experience is both a science and an art. Together, we’ll remove friction from all facets of your business, giving you the agility to deliver the effortless, personalized experiences your customers will love.

Operational Methodology

Ready to shorten the distance between your producers and customers? Pivotree’s proven Frictionless Commerce Methodology helps identify, prioritize, and resolve your pain points in the most cost-effective way.

How Pivotree’s Frictionless Approach to Commerce is Different

Our Approach

Build Empathy

Build Empathy

We work with all constituents to understand their needs, drivers, frustrations, and dynamics.

Create Value Stories

Create Value Stories

Based on your pain points, we create narratives that explain a project’s value to all involved. Then, we define each story’s impact and rate them to prioritize projects.

Turn Stories into Capabilities

Turn Stories into Capabilities

We’ll define how to turn prioritized stories into business innovations, or capabilities, from a holistic, organizational standpoint.

Pivotree’s Capability Framework Defined

Our Process

Step 1 – Identify

Through stakeholder interviews, workshops and market research we build out the business ecosystems to identify, analyze and prioritize your constituents. We then build an understanding of their drivers, pain points and opportunities to build empathy. Through synthesizing these data points we create insights that allow us to build value stories and evaluate the customer benefits as well as the business impact, risk, level of effort, ROI and speed to value.

Step 2 – Define

Working with a larger team we take the value stories and build user journeys that reflect the user actions and alignment to address the major pain points and opportunities. We also create a capability framework to facilitate discussion around the strategic initiatives and how best to execute them to optimize speed to value. This framework is also used to benchmark the company’s performance and focus areas against competitors and commerce leaders.

Step 3 – Plan

A critical part of the engagement is the identifying how to best bring to market the new capabilities that drive customer experiences to deliver impact to the business. This involves looking at how to create value in the shortest amount of time to prove the measurement goal. This incremental implementation creates momentum and knowledge feedback loop to make adjustment and reduce risk.

Step 1 – Identify

Through stakeholder interviews, workshops and market research we build out the business ecosystems to identify, analyze and prioritize your constituents. We then build an understanding of their drivers, pain points and opportunities to build empathy. Through synthesizing these data points we create insights that allow us to build value stories and evaluate the customer benefits as well as the business impact, risk, level of effort, ROI and speed to value.

Deliverables:

Business Ecosystem
Constituent Identification
Empathy Maps
Pain Point Analysis
Value Stories & Matrix

Step 2 – Define

Working with a larger team we take the value stories and build user journeys that reflect the user actions and alignment to address the major pain points and opportunities. We also create a capability framework to facilitate discussion around the strategic initiatives and how best to execute them to optimize speed to value. This framework is also used to benchmark the company’s performance and focus areas against competitors and commerce leaders.

Deliverables:

Value Story Impact Model
User Journeys
Capability Framework
Capability Benchmarks
Technical Evaluation

Step 3 – Plan

A critical part of the engagement is the identifying how to best bring to market the new capabilities that drive customer experiences to deliver impact to the business. This involves looking at how to create value in the shortest amount of time to prove the measurement goal. This incremental implementation creates momentum and knowledge feedback loop to make adjustment and reduce risk.

Deliverables:

Go To Market Strategy
Roadmap Structure
Major Release sequence
Business Priorities
Risk Mitigation plan
User story backlog

Infographic

Frictionless Commerce Ecosystem Defined: From Strategy to Impact

Want to know what 3,800 consumers think about frictionless experiences? Get a snapshot of our survey findings, conducted by Environics Research, and Pivotree’s insights on the pillars of Frictionless Commerce.

Click here to see the infographic

Talk to a Frictionless Commerce Expert – Start Your Frictionless Journey Today.

Book a free 2-hour consultation with our Frictionless Consulting team to gain insights on which parts of Friction affect your purchasing conversion rates.