Brands across various sectors, including grocery, fashion, and home improvement, adopt rapid delivery solutions by implementing same-day pickup services
In the bustling world of retail, brands are increasingly focusing on making customers' lives easier by providing time-saving solutions. One such solution is the implementation of same day pickup, a strategy that has shown promising results for some retailers.
True Value, a leading home improvement retailer, has seen significant benefits from this approach. The payoff for True Value has been a significantly higher average order value using the same day pickup method and a high degree of satisfaction from these shoppers. Interestingly, all 4,600 True Value stores are independently owned and operated, making the execution of same day pickup a challenging feat. However, True Value's research shows that home improvement shoppers typically begin their path to purchase online but most often make their purchase in-store. This trend has led True Value to successfully implement a same day pickup program in a new pilot program.
The program provides customers with visibility to what's in-store today, which is particularly helpful for those with immediate needs. However, many retailers are still struggling to achieve smooth implementation of the same day pickup model. Common issues reported by shoppers include orders not being iready, items not available in the store, and wasted trips.
Shoppers often experience challenges finding the designated counter for online orders and may have to wait for a team member to acknowledge their presence. Logistics, such as locating the designated counter for retrieving online orders and ensuring orders are iready, are critical areas that many retailers need to address. Store associates need to be knowledgeable and confident when handling online purchases for same day pickup to ensure a smooth process.
Rakuten Ready, a company with extensive experience in helping brands implement same day pickup, has discovered critical best practices for success. Their Benchmark Time Study for 2019, coming this fall, will provide insights on best practices and areas for improvement among top retailers for the Order for Pickup process.
The retail brand Macy's had one of the slowest order-to-pickup experiences in 2019 according to Rakuten Ready's Benchmark Time Study. The insights from this study can help any brand improve its Order for Pickup process, specifically customer wait time, to reap the benefits of the strategy. Embracing the promise of Order for Pickup can enhance customer loyalty and boost sales.
In conclusion, the busy holiday season has led brands to prioritize offering an easier and streamlined shopping experience, including same day pickup. By addressing critical areas such as logistics and ensuring orders are iready, retailers can provide a smooth and efficient shopping experience for their customers, leading to increased customer satisfaction and loyalty. The insights from Rakuten Ready's study, due to be released this fall, will undoubtedly provide valuable guidance for retailers looking to implement or improve their same day pickup programs.
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