The Digital Age has witnessed how technology is revolutionizing the way things operate and what customers expect from retailers. As shopping is shifting from offline to online and consumers become more digitally-savvy, e-commerce are posing challenges for brick-and-mortar retailers. This understanding is leading them to seek new approaches to engaging modern clientele and revamping customer experience across all channels.
The multi-channel concept of Click & Collect started in Europe is perhaps one of the best examples of this new focus on customer satisfaction. Click & Collect allows customers to check if a product is available, reserve it and pay online while collecting at a convenient in-store location, be it supermarkets, corner stores or even parking spots. In this way, the concept puts customers in control and helps them save time and unnecessary trips.
Yet, “Click & Collect on its own will not work as either a sustainable retail strategy or an impactful customer service proposition. It has to work in tandem with every other part of the business, from sales to marketing to logistics”, claimed Michael Kustreba, Managing Director (APAC) of Epilson International, “Once this happens, retailers can use it as a tool to retain valuable clientele and attract new customers.”
As customers become more demanding on shopping experience, Click & Collect is a fascinating trend that is hard for retailers to miss with the opportunity it offers for increase in store traffic and better inventory management.
Source: Faro Recruitment
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