Click and Collect delivers sales boostMonday, 15 October 2012
Loyalty and sales can be significantly enhanced by offering
customers improved delivery options, according to Collect+, which is benefiting from the rise in popularity of click and collect-type services.
Speaking at the recent Ecommerce Expo in London Mark Lewis, chief executive of Collect+, that utilises convenience stores as collection points for products bought online, told delegates that delivery and loyalty were “fundamentally linked”, with two-thirds of shoppers saying they would buy more from a retailer if they liked the delivery options.
“One of the biggest drivers of loyalty is delivery – for the 150 retailers that we work with,” says Lewis, adding that conversely a poor delivery experience will “destroy the trust of retailers” and it is the same when customers are returning unsuitable products.
He cites the example of Very the online-only fashion retailer, which adopted Collect+ for its provision of a click and collect service, and it is now the preferred option on 20% of Very orders.
Recent adopters of Collect+ are not just pure plays such as Asos and Amazon but also the likes of House of Fraser who Lewis says are looking for a “denser network” of locations to where customers’ orders can be delivered.