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How Retail Inventory Efficiency and Accuracy Impacts the Customer Experience

Carla Anderson
Senior Director, Merchandising Strategy

According to a report from the International Council of Shopping Centers, 27% of 2018 Black Friday shoppers were in the store to pick up a purchase they’d already made online. Of those click and collect or buy online pick up in-store (BOPIS) customers, almost two thirds — 64% — made one or more additional purchases while they were in the store.

With the popularity of BOPIS growing, there seems to be a great opportunity for retailers to build customer loyalty. So how can retailers leverage BOPIS?

Here are a few questions retailers should ask themselves about BOPIS:

  1. When the customer comes in to collect the order in your store, is the item there and ready for pickup?
  2. Do you have a simple, customer-friendly pickup process?
  3. Can the BOPIS customer make their pickup without having to stand in a checkout line and is it easy for your customer to find the pickup area?

A few key areas that impact the customer experience are empowered store associates, successful loyalty systems and accurate inventory. 

If retailers want to ensure their customers keep coming back, having a customer-friendly BOPIS process is a good start. Kicking off BOPIS on the right track, retailers need to put in place the processes and the complementary technology for associates to truly handle a customer order from end to end.

Continue Reading The Full Article in Retail TouchPoints

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