The value of Click & Collect
Recent research conducted by US automation company Bell and Howell looked into the value of Click & Collect for retailers, we've picked out a few of the most interesting findings from the report. In terms of enhancing customer experience, 76% of consumers say that pickup efficiency influences their purchasing decision, while 79% say overall experience influences where and how often they buy. The data shows that consumers expect their orders to be ready for pickup in 24 hours or less, with 53% demanding two hours or less! More than one notification method (email, text message, phone call, etc.) also matters. Additionally, 58% of shoppers make impulse purchases when retrieving an order, and 53% of consumers buy additional items when returning items in-store. For a retailer's bottom line, there is an 85% reduction in shipping costs when orders are shipped to store, e.g. Walmart reduced their shipping costs from about US$5, down to circa US$0.75 per order shipped.