A guide to in-store Click & Collect
40% of customers have experienced a problem with in-store Click & Collect services. Customers want it, but it’s broken, causing increasing frustration and missed opportunities.
In our new customer experience eBook, we explore the key challenges faced by retailers offering in-store Click & Collect today and how to get it right.
Today’s customer expects retailers to meet them where they are: on any device, any channel, any time, and the same applies to delivery.
In-store Click & Collect, where customers order online and pick up in a bricks- and-mortar location, is widespread and its popularity is growing. It gives control to consumers by allowing them to collect at a time convenient to them. By driving footfall into the store, it also gives customers an opportunity to interact further with the brand. In addition, environmentally-conscious shoppers are using pick-up options more often as a means to reduce carbon emissions and packaging.
But from both a customer and retailer perspective, the service, at many retailers, is broken. Increasingly, the in-store experience is getting worse as retailers “cost engineer” their in-store offering which often results in existing systems stitched together by manual processes. This causes knock-on problems for customers; evidenced in the fact that year on year Click & Collect customer satisfaction rates are falling.
For most retailers, offering a seamless, engaging solution seems tricky, resulting in a poor customer experience, frustrated store associates and missed sales. When auditing some of the biggest brands, we saw manual processes, paper-based systems, and long wait times.
For multichannel retailers, Click & Collect is selected on more than 33% of orders. Yet customer satisfaction levels have failed to keep pace with this demand and are now lagging behind. In fact, a study by JDA revealed that nearly half of all customers experienced a problem, be it a lack of notifications or long wait times because of cumbersome processes in-store.
In our new customer experience eBook, we explore the key challenges faced by retailers today and how to get it right.
Download now and learn:
- Real retailer horror stories of in-store Click & Collect gone wrong
- Why retail views in-store Click & Collect as a challenge
- What customers really want