Oracle Retail Blog helps retailers stay current on customer successes, hot retail trends and industry best practices.

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

Be the first to comment

Comments ( 0 )
Please enter your name.Please provide a valid email address.Please enter a comment.CAPTCHA challenge response provided was incorrect. Please try again.