Retails and Click and Collect

Include further information and discussion.

Are retailers getting comfy with click & collect?   by Nikki Baird in Retailwire.

Through a special arrangement, what follows is a summary of an article from Retail Paradox, RSR Research’s weekly analysis on emerging issues facing retailers, presented here for discussion.

During a panel at the CONNECT Mobile CX Summit in Philadelphia, panelists from Jersey Mike’s, Kohl’s and Brookstone (formerly Advance Auto Parts) all talked about unintended consequences from their early efforts at click & collect.

Issues include dealing with customers showing up at the wrong store because they didn’t realize where they’d actually placed the order. Another challenge, according to the panelists, is making sure a promotion to get people used to ordering online for in-store pickup actually has the scale in stores to support possible over-sized success.

Not surprisingly, the importance of mobile was also talked up at the conference. Once a click & collect order is in flight, most consumers rely on mobile for further communications and updates from the retailer. At the store, employee-facing mobile is becoming more important as retailers are finding manual processes breaking down in the face of all that volume.  .... 
l