21 BOPIS facts and statistics
Transcript of 21 BOPIS facts and statistics
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21 Facts & Statistics On Why You Need to Devote More Budget to
BOPIS & BORIS(Buy Online Pick-up In Store & Buy Online Return In Store)
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83% of U.S. and U.K. consumers say they value physical stores over the web for returning items, regardless of the device they purchased on. (https://www.
internetretailer.com/2013/10/18/many-online-shoppers-prefer-return-items-stores)
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Sixty-three percent of shoppers buy online and pickup in-store at least a few times per year. (http://www.hubmagazine.com/the-hub-magazine/bopis-bisbo-082814/)
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74 percent of retailers provide robust communication throughout the
transaction (e.g., an email alerting the customer that their product is ready to
be picked up).
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Yet only half support text messaging or mobile
notifications.
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Omnichannel fulfillment represents a strategic advantage in that retailers can leverage inventory across multiple locations and streamline fulfillment processes, reducing
operational costs and enhancing the customer experience. (http://www.retailonlineintegration.com/article/bopis-retails-next-frontier-competitive-advantage/1)
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Only 45% of retailers have extended BOPIS capabilities to include the
ability to ship products from fulfillment centers to stores.
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25% provide real-time visibility to inventory levels.
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16 percent suggest
alternatives for out-of-stock products.
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House of Fraser (UK), fulfills 35% of all online sales with
BOPIS even though they only operate 60 stores.
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Omnichannel customers are 21%
more profitable.
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More unplanned purchases when
shoppers visit the store (40% vs only 25%)
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BOPIS Benefits● Strategic advantage in inventory fulfillment.● Cheaper fulfillment.● Higher margins.● Cost savings.● Faster delivery.● Connecting customer data from online to offline for
insights down the road.● Larger basket sizes.● Higher conversion rates.
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More than half, 53%, of the more than 3,000 online U.S. adults surveyed say they expect notification in two hours or less that orders are ready for pickup. (https://www.internetretailer.com/2015/01/06/while-shoppers-store-pickup-it-tough-do-
well)
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Studies show that BOPIS don’t actually impact a
significant difference between regular shopping
experience. (http://happycustomer.stellaservice.com/2014/12/30/stellaservice-
study-bopis-isnt-a-big-time-saver-for-shoppers/)
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To keep up with customer expectations: retailers can’t just offer any regular
BOPIS program, they have to offer a convenient one.
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Shoppers can also become highly frustrated when a product they
want is out of stock at the store.
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Nearly 80% of purchases are researched online, and one of consumers’ objections to purchasing online is they haven't touched or seen the product.
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“Operationally, shipping or pickup from stores expedites delivery and optimizes inventory across the store network, which does much to improve efficiency and cost savings,” says Dan Farmer, A.T. Kearney
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In-store pickup of online orders is only one step in what is a multi-year, multi-step journey...
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...but it’s an essential step as it drives traffic to stores where retailers have the opportunity to create differentiated experiences.
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Helps make BOPIS better:● Real time updates on in-
store orders.● Customers don’t have to
wait in line.● [email protected]● Thanks!