What is Friction Point in Retail? Explained

A friction point in retail signifies any aspect of the customer experience that introduces difficulty, inconvenience, or dissatisfaction during the shopping process. Identifying and addressing these points is crucial for retailers aiming to enhance customer satisfaction and loyalty. Friction points can occur at various stages, such as during the checkout process, website navigation, or customer service interactions. Retailers strive to minimize these challenges through improvements in technology, processes, and customer service to create a more seamless and enjoyable shopping experience for their customers.