Retailers missing the mark with BOPIS, shippingDecember 11, 2018
Inconsistencies in operational processes are killing the customer experience.
This was according to a new study by strategic retail advisory firm HRC Retail Advisory (HRC), which revealed that 100% of companies offering omnichannel services are experiencing operational challenges. Specifically, retailers are experiencing execution issues that have caused customer frustration and increased cost to the retailers.
Buy online, pick up in-store (BOPIS) is a major source of retailers’ headaches. Companies describe the initiative as consistently unreliable, as systems often tell shoppers that an item is available in a specific store, yet the store does not actually have it in stock. In fact, 66% of retailers blame BOPIS inconsistencies on inventory inaccuracies.
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