Natalie Berg, global research director at Planet Retail, said: “Click & collect is poised for explosive growth in the UK. Shoppers are already accustomed to browsing and transacting on their own terms – choice in fulfillment is the final piece to the puzzle. Within the next three years, we’re expecting more than three-quarters of online shoppers to collect their own items.
“Two of the biggest barriers to buying online are cost of delivery and inconvenient delivery times, making click & collect an increasingly attractive option for both shoppers and retailers. Fulfillment is poised to be the next big battleground in retail.”
However, Planet Retail warns that retailers aren’t doing enough to cater to this shifting shopping behaviour. Despite the UK being a hotbed for click & collect, only two-thirds of the Top 50 retailers currently offer the service. What’s more, only 14 percent offer more than one collection option (i.e., in-store collection, locker, third-party store).
“Retailers should be readying themselves for this massive shift in shopping behavior and thinking beyond traditional collection points. Train stations, schools and even shoppers’ own cars could be the collection points of the future. Retailers must be prepared to forge relationships with some unconventional partners in pursuit of better serving the customer,” Berg added.
Source: Planet Retail
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