Harmonic Retail™ Truth #2

HARMONIC RETAIL â„¢

by

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TRUTH #

Click & Collect: The Sawzall of Retail The most powerful & versatile tool in your retail toolbox.

TRUTH#

2 Click & Collect is the Sawzall of the Retail Industry

The most powerful tool in the Harmonic Retail™ toolbox.

Although Click & Collect began as a solve for shoppers demanding increased convenience and speed, enough data has accumulated to show the windfall it produces. So much so, Click & Collect is projected to become the default order fulfillment option for online sales within the next 5 years.1

WHAT CUSTOMERS

WANT

Click & Collect is one of the most requested services in nearly every consumer study with as much as 50% of shoppers deciding on where to buy online based on the availability of click & collect.2

Nord

Home deliveries are fraught with uncertainty: Will it arrive in time?

Will it get rained on?

Will it be stolen?

Furthermore, if the product doesn’t meet expectations then the return process can be tiresome. Repacking, label printing, driving to a shipping office, waiting for a refund to process — all detract from the perceived benefits of home delivery.

And for high-urgency products, when even the fastest shipping isn’t enough, it’s important to a customer to know an item is reserved and waiting for them without risk of going out of stock.

86% of retailers

Agree Click & Collect will become the default delivery method1

SOURCES: 1ZEBRA, 2018: REINVENTING THE SUPPLY CHAIN: THE FUTURE OF 3 ForeSee 2019 Survey. 4NAPCO Research and Radial Insights 2019. 5ICSC 2019

WHAT RETAILERS

LOVE

To brands and retailers, Click & Collect is money in the bank.

It’s all in the numbers:

dstrom Click & Collect Area

68%

50%

25-35% increase to profit margins from saved shipping costs3

of customers have used Click & Collect so far this year6

fewer product returns from frequent Click & Collect users5

88%

of customers buy additional items when picking up in store4

Retailers and Manufacturers Report Complex Purchasing Models RETAILERS

TODAY

2023

MANUFACTURERS

55% 93%

Buy online/mobile, pick up in store

49% 91%

45% 90%

Buy online/mobile, pick up at third-party locations

36% 88%

55% 96%

Buy online/mobile, return to store

38% 87%

As the retail industry evolves, retailers will discover immense benefits to building their customer service around Click & Collect to serve up convenience to shoppers, and profits to the bottom line. This is not a trend, it’s a reality. And it is one of the rare tools in the Harmonic Retail™ toolbox that is as beneficial to the retailer as to the customer.

F FULFILLMENT VISION STUDY. 9 Report. 6Doddle 2019 Survey

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FORBES, 2019: Consumer Study: 68% Of Shoppers ‘Click And Collect,’ Or Buy Online And Pick Up In-Store.

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DeAnn Campbell VP, Research & Design About DeAnn: With a degree in Architecture and 20+ years of experience in retail strategy, design and implementation, DeAnn’s role is to maintain long-term, forward-looking knowledge of the retail industry to align Harbor’s solutions with the industry landscape, the consumer, our clients’ competitors, and to support and advance client strategic goals. DeAnn has worked with a wide range of global Fortune 500 Brands and retailers, including Unilever, Pfizer, Aramark, IBM, J&J, Canadian Tire, Hudson Bay Co., Loblaws, Walgreens, CVS and more.

You can read DeAnn’s insights and provocative point of view on the future of retail often in Forbes, Retailer Insider, Total Retail, Retail Customer Experience & Internet Retailer.

www.HarborRetail.com

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