Rachel Hughes

How to put a smart click-and-collect strategy in place

Click-and-collect is changing the way consumers shop and interact with retailers.

With a click-and-collect strategy, you can provide near instant gratification: customers order and pay for items online, then collect them in store, merging the in-store experience with online convenience.

The benefits for retailers

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There is growing competition from big brand and overseas competitors, such as Amazon, who are able to offer free delivery on minimum spends and relatively short delivery times. To maintain your competitive advantage, you want to respond with a mutually beneficial online sales strategy, like click-and-collect. Click-and-collect secures the sale and even increases sales. According to the International Council of Shopping Centres, over 60% of shoppers who use click-and-collect services go on to purchase additional goods when collecting their items. Click-and-collect also minimises returns, as customers are able to try on goods before they finalise their purchase.

For consumers, convenience is key

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With click-and-collect, customers are not charged delivery fees and can avoid the delivery-card-in-the-mailbox scenario. Additionally, customers are not risking a trip to the store, only to find the items they want are out of stock. And items can be collected when it’s convenient for the customer – often within hours of placing an order – providing an immediacy that delivery cannot meet. Better still, if the item is not suitable, any issues can be resolved before the customer leaves the store.

Getting your full click-and-collect strategy ready for launch

 

For click-and-collect to be effective, you want to make sure all your systems are working together to offer customers an easy, reliable and seamless experience.


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Inventory available on-the-go

Make sure that your mobile site and app are up-to-date and give consumers access to all your inventory wherever they are. Highlight items available for click-and-collect prior to checkout. Also given that a click-and-collect strategy is a shift towards customer convenience – with less emphasis on price – consider offering free click-and-collect.


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Make it quick

Consider a time commitment that you can stick to. For instance, tell customers they can pick up their order on the same day until you can be confident in your processes, and then aim for 30 minutes.


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Keep in touch

Send text message alerts to customers to let them know the status of their order and more importantly, when it is ready for collection. You’ll keep the customer up-to-date on their order and get them into the store at the right time. When customers do come to collect their goods, items should be ready. You may also want to consider dedicated pick up points in-store or alternative collection points.


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Returns should be hassle free

Customers should have the option to change their mind before leaving the store and be able to return click-and-collect items in-store.


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Turn your stores into disciplined distribution centres

Fulfil orders from your stores to get items to customers faster and save on delivery costs. With the right technology in place, you can be sure of great customer experiences as well. For example, you can set up your system to alert head office if an online order goes to a store and that order isn’t acknowledged by the store and ready to be picked up by the customer within a certain timeframe. Head office can then contact the store to prompt staff. These kind of alerts lead to a robust, timely process that keeps customers happy.


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Incentivise multiple teams

To help in-store staff see the benefit of online sales, create remuneration strategies that reward store staff who are picking and packing the items for online orders. A unified commerce platform can offer sales attribution reporting in addition to reporting on sales channel effectiveness.


When you give customers what they want, they are less likely to shop elsewhere

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In short, to remain competitive you need to give your customers options. Offering click-and-collect is one option and makes you different to those retailers offering online shopping only. Click-and-collect will encourage more customers into your stores, giving you shorter sale times, alternative ways to interact and further opportunities to upsell.


If you’d like help with your click-and-collect strategy and unifying your customers’ experience, contact us.