Latest / Cloud Wars Live with Bob Evans
How 'Smart Friction' in Grocery Drives Stronger Returns, Enhances Customer Experience
Key Takeaways
Smart friction: AI prioritizes speed and efficiency, but in retail experiences where shoppers value engagement, intentional friction can enhance customer satisfaction and ultimately drive better returns, giving rise to the idea of "smart friction."
Use case: Trader Joe’s, for example, deliberately avoids self-checkout to create smart friction, using wait time to immerse customers in design, promote product discovery, and foster interactions with staff that enhance the overall brand experience. By preserving the elements that make its brand special rather than blindly automating…
The skinny
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