The brick and mortar store long stood as the paragon of the holiday shopping experience. No longer. Consumers are simply too time pressed and cost sensitive to limit their shopping to physical stores. With mobile and online channels becoming increasingly pervasive, retail studies are confirming that “Consumers visit stores for more than just a purchase, and their expectations of retailers are higher than before. They're looking for an informative, customized experience.”
I recently bought a new coat. Not being much of a shopper, I gave the task to my wonderful wife. As it turns out, letting her pick out a coat for me wasn’t really practical. Choosing style and appearance, yes (she has great taste). Selecting fit and feel, not so much.
84% of hospital leaders rank patient experience as a top priority. Not only does the level of patient experience indicate how well care providers are performing their jobs, it impacts patient retention, competitiveness with other providers, compliance, reimbursement rates, and more.
Think of the last time you…
• Went to the store
• Renewed a license
• Visited the doctor
• Stopped at the bank...
Each errand had its own specific purpose. But we would venture to say that all had one thing in common – it required that you wait, likely in a checkout line or for a service provider. For customers, this wait time can be a test of patience or it can be used productively. More often than not, today’s customers are finding ways to fill that time with something housed on their mobile phone.
Click & Collect (C&C) is not a new concept to retailers or to customers. Earlier this year, it was estimated that retailers are fulfilling up to 70% of their online orders in-store. It’s an attractive – and demanded – part of customer service and many retailers are starting to realise measurable benefits. For example, C&C helps to reduce purchase friction whilst driving up footfall and point-of-purchase revenues.