Click & Collect Revolution
If Click & Collect isn't top of your digital roadmap, it's time to evaluate your investment thesis to unlock its growth potential. With technology solutions readily available such as stockinstore®, Comestri and Rendr: Delivery on Demand, the time and ability to enable store to door fulfilment to ...
According to Power Retail Trajectory reporting (#39) and fortnightly surveys of 1,000+ Australian shoppers:
- 70% of respondents have placed a click & collect order in the last year
- The majority of shoppers choose click & collect because it is faster and/or cheaper
- 36% say they would like to place an order today and collect on the following day
- The main headache for Click & Collect shoppers is not knowing when an order is ready
Just over one-third (34%) of Australia's top 100 retailers offer click & collect and even less offer it across the majority of their store network. Growth in customer demand for buying online and picking up in store (BOPIS) is skyrocketing and is now considered table stakes.
Collection Timing
If you were to place a Click & Collect order, after what amount of time would you prefer to collect the order?
Click & Collect Frustrations
What is the most frustrating part of Click & Collect?
Customers love Click & Collect, but are frustrated not knowing when their order will be ready. This is a huge growth opportunity across user retention and frequency when executed well and a failure point when keeping your customer in the loop is neglected. Knowing that your customers are happy to collect their orders next day, leverage the opportunity to surprise and delight at the point of SMS and e-mail notification.
Click & Deliver
Easily transform a Click & Collect order SMS or e-mail notification by offering a same day delivery booked directly from the notification.
- Delivery option on SMS & e-mail notifications
- Customers easily book a same-day delivery option
- Order is picked up at store and home delivered (by 8pm)
Click & Collect Categories
What categories of products are most popular with Click & Collect or Click & Deliver?
If Click & Collect isn't top of your digital roadmap, it's time to evaluate your investment thesis to unlock its growth potential. For many retailers, a limited store network is currently utilised, alongside store transfers and DC fulfilment. With technology solutions readily available such as Stock in Store, Comestri and Rendr: Delivery on Demand, the time and ability to enable store to door fulfilment to surprise and delight your customers is now.
Click & Collect transformed to Click & Deliver. Game change the last mile.
About Mike Fowler
Mike is an eCommerce veteran, senior leader & growth strategist for some of Australia's best retailers. Formerly at Afterpay as Director of Merchant Services APAC, General Manager and founder of the growth team at Mosaic Brands (Noni B Group) developing and launching 9 iconic multi-category online marketplaces, including: Noni B, Rockmans, Millers, and Rivers, as well as Head of Digital at Blue Illusion. Member of the Australia Post Customer Advisory Group with more than 15 years experience in helping retailers leverage eCommerce, CX, payments, & logistics opportunities to maximise growth.
