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:
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.