2021 will be the year to optimize Store pickup. Here are a few tips to help you elevate your BOPIS Program.
Buy Online Pickup In Store (BOPIS) programs continue to grow year after year. The COVID – 19 Pandemic pushed many Grocers and Retailers to expand or launch their BOPIS Program. Some expansion or launches may not have gone as planned with all the scrambling to meet their customers’ demands. 2021 will be the year for Grocers and Retailers to optimize and enhance their BOPIS program.
We know customer satisfaction is essential not only for customers but also for the business. One of the best ways to improve customer satisfaction is to collect feedback from your customers by conducting a short survey. Collecting feedback helps companies understand where they need to focus. Another key component is to stay in tune with your customers, who may offer suggestions or feedback on your social media pages. Listen to their comments and be engaged often. In addition, continue to enhance and elevate your brand to stay ahead of your competition.
Another critical component of a successful program is customer experience. Understand and improve the customers’ journey through the website or the app to help enhance the user experience. Ensure the store has the correct picking cart to help with order organization, reduce picking errors, streamline multi-order picking, and ultimately improve customer experience. Having a designated pick-up area with store branded pick-up signs allows the customer to locate the pick-up parking spot quickly. Have a designated area and team strictly for picking and packing to allow for faster pick up service.
One thing is for sure, as customers’ expectations change, they will not lose interest in on-line purchasing and will maintain at higher levels. Incorporating some of these components in your BOPIS program will help increase customer satisfaction and interaction between your brand and your customer.
If you’re having challenges with your store’s BOPIS program and need support navigating through some of those challenges, contact us so we can ensure your BOPIS program is optimized.