How Retailers Are Trying To Revitalize Brick-And-Mortar Shopping

How Retailers Are Trying To Revitalize Brick-And-Mortar Shopping
Delivery & Logistics

PSFK researchers examine how retailers are optimizing customers’ time when visiting stores

PSFK
  • 19 march 2018

Retailers have been transforming pickups into seamless experiences by optimizing the time customers spend when visiting their store. Some brick-and-mortar stores have even been redesigned to meet evolving consumer expectations of BOPIS (buy online pick-up in-store) services.

PSFK researchers are exploring how retailers have been adapting their stores to give customers fast and easy access to their orders and tempt them to stick around. A recent poll found that 69% of customers who entered a store to pick up an item they ordered online bought additional products.

Here are a few examples of companies that have found new ways to turn their stores into seamless pick-up locations:

MM La.Fleur

Luxury apparel company MM.LaFleur’s “Out of Office” NYC Showroom curates dressing rooms before customers arrive, turning their in-store time into a seamless pick-up experience. Via the company’s website, customers can schedule an in-person appointment and provide stylists with detailed pre-visit information, by filling out a survey listing preferences and needs. Then, when a customer arrives at the showroom, a personalized wardrobe awaits for them to parse through and decide which items to purchase.

Nordstrom Local

Nordstrom Local is an inventory-less concept store where shoppers can pick up or return items purchased online or from other Nordstrom locations. Customers who place orders on Nordstrom.com by 2 p.m. can pick them up at Nordstrom Local that day, and guests can also order wine, beer, coffee or juice from an in-store bar.

Walmart

Walmart’s “Fresh Online Experience” Process uses 3D technology to allow online customers to approve individual produce items for grocery orders. Customers go online, look at stock images of items, and make their grocery list for delivery or pick-up. However, before the order goes out, a store employee grabs the item they plan to send to the customer and scans and uploads a 3D image of it. The customer receives a notification of the upload and has a set amount of time to approve or reject the uploaded item for it to go into their order.

Target

Target’s dual-purpose store concept has two distinct entrances to appeal to consumers on both ends of the shopping spectrum at their concept store in Richmond, Texas. Customers seeking convenience can enter the “ease” side of the store, which offers a supermarket-style experience for online orders, both in store and curbside, and buy grab-and-go items like groceries, wine, last-minute gifts, cleaning supplies and prepared meals. Shoppers seeking a high-end experience can enter the “inspiration” side, which features department store-style aisles with seasonal decor, beauty products and specialty brands.

Retailers are finding innovative ways to deliver convenient access to customers, while incentivizing them to use BOPIS in an effort to drive more foot traffic into brick-and-mortar stores. For more on this topic, check out our recent research paper, Revitalizing Brick-and-Mortars With Click And Collect.

Retailers have been transforming pickups into seamless experiences by optimizing the time customers spend when visiting their store. Some brick-and-mortar stores have even been redesigned to meet evolving consumer expectations of BOPIS (buy online pick-up in-store) services.

+alcohol
+apparel
+beauty
+behavior
+brick and mortar
+Consumer
+Delivery
+Delivery & Logistics
+Fashion
+Food
+Grocery
+Luxury
+Market Research
+retail
+retailer
+Seamless Delivery
+shopper
+shopping
+target
+technology
+USA
+Wal-Mart
+Walmart

Learn About Our Membership Services

Need Research Help?
As a member you can ask us any research questions and get complimentary research assistance with a 4-day turnaround. Reports inclde stats, quotes, and best-inclass examples on research topics.
Remain Informed & Strategic
We publish several trends reports each month. By becoming a member you will have access to over 100 existing reports, plus a growing catalog of deep topical analysis and debrief-style reports so you always remain in the know.
See Trends Come To Life
Meet your peers and immerse yourself in monthly trend and innovation webinars and discounted conferences.
No search results found.