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  • Writer's picturePaula Kocol

Customer Satisfaction increase with Click & Collect offering

Introduction

In today's competitive retail landscape, customer satisfaction is more important than ever. In fact, research shows that 86% of consumers are willing to pay more for a better customer experience. One-way retailers can improve the customer experience is by offering Click & Collect, a service that allows customers to purchase items online and pick them up in-store. In this blog post, we'll explore the benefits of Click & Collect and provide tips for how retailers can implement the service.


The Importance of Customer Satisfaction

Customer satisfaction is a critical factor in the success of any retail business. It is the measure of how well a business meets or exceeds customer expectations. Retailers must prioritize customer satisfaction to maintain a loyal customer base and attract new customers. Poor customer satisfaction can lead to decreased sales, negative online reviews, and a damaged reputation. In today's competitive retail industry, customer satisfaction is more important than ever.

According to a study by Zendesk, 95% of customers share bad experiences with others, while 87% share good experiences [1]. This demonstrates the significant impact that customer satisfaction can have on a retailer's reputation. Furthermore, a report by PwC found that customers are willing to pay up to 16% more for products and services from companies that offer excellent customer service [2]. These findings demonstrate the importance of customer satisfaction in building a loyal customer base and increasing sales.

Moreover, customer satisfaction is closely linked to customer loyalty. According to a study by Bain & Company, customers who are "promoters" of a brand, meaning they are extremely satisfied and loyal, are five times more likely to repurchase and recommend the brand to others [3]. This highlights the importance of not only satisfying customers but exceeding their expectations to create brand advocates.

To improve customer satisfaction, retailers must focus on providing a positive customer experience across all channels. This includes offering excellent customer service, providing a seamless shopping experience, and personalizing the customer experience. Retailers must also listen to customer feedback and use it to improve their products, services, and overall customer experience.


Click & Collect as a Solution

Click & Collect is a solution that can help retailers improve customer satisfaction by offering a seamless shopping experience. Implementing a Click & Collect offering can provide numerous benefits for retailers, including:

  1. Elimination of long checkout lines: When customers use Click & Collect, they can bypass long checkout lines and pick up their items at a designated pickup location in-store. This reduces wait times and provides a more efficient shopping experience.

  2. Convenience of in-store pickup: Click & Collect also offers the convenience of in-store pickup, allowing customers to receive their items without having to wait for delivery or pay for shipping. This can be especially appealing for busy customers who need their items quickly or who prefer to see and touch products before purchasing.

  3. Increased customer satisfaction: A study by OrderDynamics found that implementing a Click & Collect offering can increase customer satisfaction by 13%. This is because customers appreciate the convenience and flexibility of the service and are more likely to shop with retailers who offer it.



How to Implement Click & Collect

To implement a Click & Collect offering, retailers should follow these steps:

  1. Choose a software provider: Retailers need a software provider that can integrate their e-commerce platform with their in-store inventory management system. There are various options available, including third-party providers and in-house solutions.

  2. Train staff: It's important to train staff on how to handle Click & Collect orders and to ensure that they understand the pickup process. This can include creating designated pickup areas in-store and providing clear instructions to customers.

  3. Optimize website: Retailers should optimize their website for Click & Collect orders, including creating a dedicated Click & Collect page with pickup instructions, and making it easy for customers to select the option at checkout. Retailers should also ensure that their website is mobile-responsive, as many customers use mobile devices to shop online.

  4. Promote the service: Retailers should promote their Click & Collect offering through their website, social media, and in-store signage. This helps to raise awareness among customers and encourage them to use the service.


How Seeplus by Inovretail can help

Seeplus by Inovretail is an excellent solution for retailers looking to implement click-and-collect offerings quickly and efficiently. The platform offers support in the key areas of software development, integration of e-commerce, inventory management, and staff training, making it easy for retailers to get started quickly.

Seeplus by Inovretail enables retailers to offer pick-up options anywhere, which unlocks exciting new cross-selling opportunities and exponential profit growth by empowering retailers to take advantage of different customer purchase trends. Furthermore, Seeplus by Inovretail helps retailers develop a more personalized approach by providing a detailed understanding of their customer needs and expectations based on their shopping behaviour and preferences.


Conclusion

Customer satisfaction is a critical factor in the success of any retail business. Retailers must prioritize customer satisfaction to maintain a loyal customer base and attract new customers. By providing a positive customer experience across all channels and listening to customer feedback, retailers can improve customer satisfaction, increase sales, and build a strong reputation in the competitive retail industry.

Implementing a Click & Collect offering can provide numerous benefits for retailers, including improved customer satisfaction, increased efficiency, and convenience for customers. Retailers who are interested in implementing the service should choose a software provider, train staff, optimize their website, and promote the service to customers. By taking these steps, retailers can improve the customer experience and gain a competitive edge in the retail landscape.


To learn more about how Seeplus by Inovretail can help you implement Click & Collect, visit our website today.


Sources:

1. <https://www.zendesk.com/blog/customer-service-expectations/>

2. <https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html>

4. <https://www.orderdynamics.com/click-and-collect-infographic/>

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