Best of BOPIS
Our quantitative data revealed that BOPIS ranked number one with regards to what “technologies” influence consumers to make a purchase. In addition, digital natives, closely attached to their mobile phones, have more experience using retail apps and subsequently understand the value of BOPIS. However, our qualitative research found that retailers, especially big box brands, aren’t executing BOPIS in a manner that satisfies consumers (i.e. easy pick-up, bring the items to my car, special treatment).
And that’s because retailers haven’t fully committed to what consumers want in BOPIS and consumers are expressing their frustration. After fielding two separate surveys over four years, we cannot stress this enough: the out of store/pick-up experience is critical to customer satisfaction. Consumers have put this in the #1 column of the last 3 studies WD has done. Not every model will be the same, but putting the customer first should always be the priority of any execution. Lockers? Pull up and go? Mall collection points? Drive-ins? Catch up. Get it done.
Retailers haven’t fully committed to what consumers want in BOPIS and they’re expressing their frustration. After fielding two separate surveys over four years, we cannot stress this enough: the out of store/pick-up experience is critical to customer satisfaction.
Leading the Way
We have created scalable concepts that answer shopper’s needs with a streamlined BOPIS offering that is innovative, compels customers to engage and ultimately becomes an additional channel to attract & retain shoppers.
How We Do It
A solid foundation is key, which is why we immerse ourselves in your business strategy, brand and shopper data coupled with proprietary research.
From there, multi-disciplinary teams develop a strategic framework and an approach that will provide the priorities and success metrics for an integrated BOPIS solution.
Why You Should Care
This we know — BOPIS solutions must deliver:
- Increased new shopper acquisition and conversation.
- Retention and additional shopping occasions among existing shoppers.
- An efficient and actionable operational model with the correct support layouts, defined processes and labor.
Been There, Done That
Developing brand-right experiences has been a key driver of our success for the past 50 years. We’ve partnered with the best brands to create and execute BOPIS the way consumers have told us they want it. The proof below.