Click-and-collect retail model – A primer
According to a survey by International Council of Shopping Centers, in 2015, nearly 1/3rd of all purchases were made on a Click and Collet model in the US holiday season. Key drivers for this model to take root is the high shipping costs and inconvenience of having to wait for delivery.
- Its a model where the purchase is made online but collection of items is done at a pick up point by the consumer
- Click-and-collect is more labor-intensive for retailers but provides opportunities to upsell at pick up stores
- For consumers, it provides an ability to save time of choosing items at self service stores and not miss home deliveries while at work as well as take quicker deliveries
- Customer satisfaction can be impaired with non-stock situations or inaccurate status of availability at the time of purchase
- More popular in the West – primarily US, UK and Germany, over 70% of online purchases are predicted to be on click and collect model within 3 years.
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