Delivering Frictionless Commerce

A guide to understanding customer expectations and growing brand loyalty

BY Environics and Pivotree

E-commerce adoption has advanced dramatically during the COVID-19 pandemic. During the first 90 days of the pandemic, we vaulted forward 10 years in digital adoption. To remain competitive, brands need to adapt to consumers’ emerging needs and evolving expectations with respect to how and where they intend to discover, shop and engage with the products and services they buy.

Our 2021 research study report breaks down six dimensions of frictionless commerce that brands need to deliver on, in order to build loyalty and affinity among consumers.

Fill out our brief form to view the full report.

This report draws on our team’s research to provide a greater understanding to businesses looking to grow loyalty among consumers with rapidly evolving expectations. Topics covered include:

  • Drivers of share of wallet

  • The six dimensions that build brand loyalty among consumers in 2021

  • The top three barriers to success businesses face

  • What this means for your business

I agree to receive occasional email updates from Environics Research regarding any recent news, announcements, or insights. You can withdraw this consent at any time.
You can withdraw this consent at any time. Please refer to our privacy policy or contact us if you have any questions.

Find out how Environics can help your organization


366 Adelaide Street West
Suite 101, Toronto, ON
Canada M5V 1R9
416 920 9010


135 Laurier Ave W.
Ottawa, ON
Canada K1P 5J2
613 230 5089


421 7th Ave SW
Suite 3000, Calgary, AB
Canada T2P 4K9
403 613 5735

Share This