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ADVANCED PAYMENTS REPORT 2014 – SPONSORED BY

8. Consumer expectations

Towards a Frictionless Customer Experience

This quest towards convenience throughout the shopping process Convenience + Simplicity + Speed = Frictionless
customer
generates a frictionless customer experience. Superfuous steps or experience
non-optimised sub-processes create unnecessary friction negatively
impacting customer willingness to complete a transaction or return
for another one.
Survey respondents agree that payments need to become
frictionless to ofer customers a simple and integrated payment
experience across all channels. This is where payment providers
have a signifcant role to play in providing appropriate solutions and
processes to assist merchants to increase sales on mobile devices.

97%

97% of respondents considered that convenience,
ease of use and / or speed of payment are essential

components of a mobile commerce solution

20 www.edgardunn.com | www.paymentscardsandmobile.com Edgar, Dunn & Company in association with Payments Cards and Mobile