Tag Archives: click and collect

Retailers Biggest Challenge – Integrating Online with Offline

Retailers who are for years in business are using technology that is developed for running a physical shop (Bricks and Mortar) better and making shopping for their customers easier.  A study by Forrester Consulting found that although 90% of the UK retailers are now doing business online. However, most of them find it difficult to join their online and offline technology.

Only 26% of the retailers interviewed mentioned that their sales are influenced by the online channel.

Technology use by the customers of Bricks and Mortar retailers

Most of the customers of Bricks and Mortar retailers visit their website to get information about the inventory in the shop.  A recent study by Forrester Consulting,  found that 39% of customers are unlikely or very unlikely to visit a  store if its website does not provide physical store inventory information.

Only 32% of the shop owners that was interviewed offered a function on their websites for customers to view their in-store inventory details.

Customers want shopping convenience

The study indicated that half of all customers cited store pickup options as important or very important to them when shopping online. However, only a third of retailers today already support store-pickup programs.

Read also:  Will “Click and Collect” Solve the Delivery Headaches for Grocers?

The customers interviewed demanded the following:

  • Absolute guarantees that the product is actually available;
  • Rapid picking and notification alerts;
  • Customers want to pay at the point of pickup;
  • Customers want the option to pick their goods up at alternative locations.

In-store experience in the digital age

The customers are in power when they use their smartphones in the shop. They use their smartphones to check inventory availability before entering the store.  The customers also use their smartphones to get more information about the products  they are interested to buy.

Bricks and Clicks retailers need to be both masters of the store and of the digital domain.

eBizplan, an online consulting business, can help retailers to draft a strategic plan to integrate their offline and online business.

Will “Click and Collect” Solve the Delivery Headaches for Grocers?

High delivery costs of standard online shopping will force grocers to invest more in click and collect services (TheGrocer).

How easy is it to order and pay form your groceries and then collect it from your favorite grocer? The money that the grocer saves by not delivering can be passed on to you, both you and the grocer are winning here.

What is the cost of delivering for Grocers?

Delivery costs are a hurdle for grocers making items more expensive. Adding delivery costs to the price can curtail online impulse buys.

If you are delivering goods to your customers you may be at risk losing them if the delivery is not on time, or the wrong items are packed. If your customers collect their purchase, problems with the purchase can be sorted out at the collection point.

Is Click and Collect the way forward for grocers?

Customers making use of “Click and Collect” can give supermarkets an advantage over pure online retailers because of their store network, warehouses and logistics. So, a customer coming to collect may sometimes browse in-store (Fin24).

According to TheGrocer, currently 35% of UK shoppers use click and collect, but it will rise to 76% in 2017.

Challenges that are facing Click and Collect grocers.

The implementation of collection facilities by grocers may pose new challenges (Fin24, The Telegraph):

  • Customers still have to wait at up to a day to collect their purchase;
  • Queues at the collection points is as long as queues at the tills in the shops;
  • Cost of staff picking the order from the shop;
  • Picking from the store disrupt inventory control.

The “Click and Collect” service that grocers implement is symptomatic of the pressures that online shops exert on them.

Visit eBizplan for management consulting services; especially help with business plans and marketing plans.

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