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Customers have high expectations for click and collect

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Click and collect allows for convenient purchasing and collecting of products and if retailers implement these services effectively, customers have another reason to purchase, which can only be good news for the economy. The online experience is changing, allowing customers to fit the purchasing process around their own needs, which will ultimately encourage customers to spend more money.

Historically, online shopping is tailored to the customer up until the point of delivery when goods have been delivered, often at unsociable hours and worse still, with items going missing. Click and collect offers a bespoke delivery process so that all aspects of online shopping become tailored to the individual’s needs. Shoppers are potentially able to collect parcels within walking distance of home or to stop in en-route to and from work – something which locker collection sites fulfil. A large locker network is key to the development of this sector, which is something we have at ByBox with over 500 sites accessible 24/7 at convenient locations such as petrol stations, high streets, supermarkets and train stations.

Nowadays, a whole multitude of devices offer the opportunity to shop online, whether through tablet, phone or laptop. Technology is always at the public’s finger tips so consumers are able to click and buy at all hours of the day. Contributing towards the economy has become remarkably straightforward through the ease in being able to purchase and collect so readily; something provided by extensive locker systems. They allow the delivery and returns side of the retail industry to keep up with the rapid pace of purchasing demonstrated by consumers today.

With many high street stores allowing shopping through their websites, coupled with the rise of digital only retailers such as ASOS, it is not surprising that click and collect is becoming so popular. However, this growth in online retail options needn’t be at the expense of the high street. By utilising lockers in towns, high streets and supermarkets, retailers are able to tap into the online shopping sector when consumers visit their local town to pick up goods. The offline and online retail communities can become much more integrated through placing lockers in areas of high footfall.

Using lockers in town centres and high streets not only drives footfall to areas of commerce, it also creates new opportunities for retailers and property holders alike to increase their revenue. For instance, ByBox has worked with Vale of White Horse Council to implement lockers across the Oxford area, encouraging online shoppers in the vicinity to visit their local high street to collect goods ordered online. Click and collect has the potential to link the 20th century store model with the 21st century online experience, combining to contribute to the UK economy.

Stuart Miller is co-founder and CEO of ByBox

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