Australian retailers are beginning to embrace online first and collect later approach to business.
In Australia 42% of retailers are now offering ‘click and collect’, and perhaps in response to the impending threat from Amazon’s entry, this number is up from 24% in 2015. To supplement their pick-up-in-store service, 38% of retailers also allow customers to return their online purchases in-store.
Retailers can save a lot on click and collect. It reduces operational costs and leverages impulse purchases. Retailers are finding that in-store collection also provides them with additional opportunities to connect with customers and enhance the customer experience. It has been known that shoppers who come into the store to collect their online purchases is that almost 50% make an unplanned purchase. A study by company Bell and Howell of 530 shoppers found 49% of customers were likely to purchase an additional item when picking up their online order.
How can your store leverage this system? Read more here.