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November 30, 2020

Click & Collect – here to stay?

Before the outbreak of COVID-19, online shopping was expected to account for 16% – 18% of total retail spend in Australia by 2025. According to the Australia Post 2020 eCommerce Industry Report, we are now well ahead of this with online shopping now predicted to account for 15% by the end of 2020. As online demand increases so too does the expectation of a more seamless and convenient delivery experience.

Choice, convenience and flexibility in delivery options has never been more important. A survey by Hubbed found a shift in buying behaviour with 1-in-2 Australian shoppers calling for more Click & Collect services. Despite Click & Collect being readily available at many retailers before the outbreak began, an analysis by Numerator has shown an increase of 63% in Click & Collect sales during the COVID-19 period in comparison to January 2020. Woolworths reported a 50% jump in demand for Pick Up services in July.

By offering a well-designed Click & Collect system, brick and mortar retailers can differentiate and compete against pure online brands allowing customers to save on delivery fees and get access to their goods the same day. And it can increase sales with research by KPMG finding that close to 50% of customers who come into the store to collect their online purchases make an additional unplanned purchase.

Convenience is a key foundation of the customer experience and alleviating any stress in the Click & Collect process (such as finding a car park) is essential. Allocating dedicated parking bays for Click & Collect customers not only assists in delivering a more convenient customer experience, it also provides a cost-effective branding platform. As the first touchpoint with customers, the car park is a highly visible and often underutilised branding opportunity.

CV Media & Signage has successfully partnered with several leading Australian retailers to deliver national Click & Collect rollouts during the COVID-19 period. Providing an in-house line marking solution allows CV Media & Signage to deliver improved value to our clients with paint that is built to withstand years of use, along with a range of complementary signage solutions such as bollards, flat panel signs and totems. Line marking rollouts have included all methodologies including cold plasti, solvent and water-based products which offer warranty periods from 12 months to 5 years.

If the statistics are anything to go by, Click & Collect is set to be the new norm for retailers. Talk to the team at CV Media & Signage about how they can help improve your Click & Collect experience to meet and exceed your customers’ demands.

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