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Click-and-collect has proven to be a popular service among shoppers, with UK retailer Argos revealing that its ‘check and reserve’ service accounted for 31% of total online sales in Q4 2012.
Similarly, Halfords introduced click-and-collect three years ago and now 86% of all its sales are for in-store collection.
The main benefit is the added convenience of being able to choose when and where to collect your purchases, rather than wasting time searching different stores for items that may or may not be in stock.
A new Econsultancy survey into Christmas shopping habits found that 45% of online consumers used reserve and collect over the Christmas period, which underlines the fact that retailers need to cater to customer demand for convenient delivery services.
In 2013, 83% of retailers gave customers a choice of home delivery options, though less than half (47%) of retailers offered three or more services.
Micros has released its 2014 Multichannel Retail Delivery Report, in which 239 retail websites were tested for their delivery flexibility, customer service and delivery performance.
Here we’ll be taking a specific look at the range of delivery options available from retail websites and how they compare year-on-year.
New research shows that one-in-five (19%) multichannel sales now comes from click-and-collect, up from 13% in the same period in 2012.
The figures are taken from sales data in Q3 2013 and show the importance of offering a click-and-collect service in the run up to Christmas.
Halfords and Argos have already proven the impact that the service can have on online sales, so it’s no wonder that small retailers also want to get in on the act.
A new service called StreetHub aims to make this possible in north London by creating ‘click-and-collect network of local boutiques with the best of design and fashion’.
Reserve-and-collect services are becoming ever more important for ecommerce retailers as consumers increasingly expect to be able to pick up their purchases when and where they choose.
In the past few weeks Asda has said it is looking to expand it click-and-collect service by installing collection points in new locations, which may include petrol forecourts, tube stations and university campuses.
Similarly Selfridges has opened a new drive-thru collection point on London’s Oxford Street, while a new service called StreetHub has launched with a view to helping small, independent retailers tap into the click-and-collect trend.
With this in mind, I thought it would be useful to round up some stats which show just why retailers are so keen to provide new delivery services to their customers.
Here are some of the most interesting digital marketing statistics we've seen this week.
Stats include Google shopping, reserve-and-collect, mobile budgets in APAC, relationship marketing, Facebook Exchange and ecommerce in China.
For more digital marketing statistics, check out our vast Internet Statistics Compendium.
Almost two-thirds of consumers (63%) have bought products online before collecting them in-store at least once in the past 12 months, while 16% use reserve-and-collect at least once a month.
Overall around a fifth (22%) of consumers said they have never used the service, which is actually a very slight increase compared to 2012 when the figure stood at 20%.
Even so, the data highlights the continuing importance of reserve-and-collect services for multichannel retailers as a sales tool. The Multichannel Retail Survey, conducted using the Toluna survey tool, also found that 50% of respondents had abandoned a purchase online due to unsatisfactory delivery options.