Click and Collect is an increasingly popular way of shopping – time-poor customers prefer to do their browsing and selection online, rather than trekking round stores, and once they have found and purchased the product they want, they love the efficiency of picking it up at the store, rather than waiting for delivery.
The name ‘Click and Collect’ sounds simple – deliberately so, because this is how the experience is meant to be for the customer. But like a lot of seemingly simple processes, there is a lot that needs to go on behind the scenes to ensure a smooth experience.
So what are the key factors when building a Click and Collect system – just what do Click and Collect customers demand from their shopping experience? Here’s my view, based on my discussions with retailers and shoppers:
It’s a demanding list, but Click and Collect customers know they have an ever-increasing range of shopping choices and will vote with their mouse – selecting those retailers who meet their demands.
For retailers who get this right, the rewards are huge – there’s a whole heap of customers wanting to shop this way and a ton of opportunity for profit and growth.
Senior Vice President of Sales for Asia Pacific and the Americas, for CitiXsys, Paula Da Silva has more than 10 years’ experience in the retail industry associated with delivering innovative software solutions to mid and large sized retailers. Known for her strong track record of operational excellence and managing a global ecosystem of technology partners, Paula has been instrumental in building the iVend Retail into a global market leader in the retail industry and plays a major role in the Company’s overall performance.