{"id":23595,"date":"2022-01-21T18:16:38","date_gmt":"2022-01-21T18:16:38","guid":{"rendered":"https:\/\/www.parcelpending.com\/blog\/creating-a-contactless-retail-experience-in-2022\/"},"modified":"2023-01-06T17:29:58","modified_gmt":"2023-01-06T17:29:58","slug":"creating-a-contactless-retail-experience-in-2023","status":"publish","type":"post","link":"https:\/\/www.parcelpending.com\/en-gb\/blog\/creating-a-contactless-retail-experience-in-2023\/","title":{"rendered":"Creating a Contactless Retail Experience in 2023"},"content":{"rendered":"

Given the impact of the COVID-19 pandemic, a good percentage of retail customers remain wary about shopping in public spaces with large crowds. As a result, the demand for a contactless shopping experience is skyrocketing. Here\u2019s how retailers can create an easy and contactless retail experience for customers.<\/p>\n

Contactless is Still Key for Customers<\/strong><\/h2>\n

In-store\u00a0shopping in early to mid-2020 was all about not touching anything or social distancing, the new goal for\u00a0retailers\u00a0who are determining\u00a0how to improve in-store experience<\/a>\u00a0is to limit human interaction. Customers are looking to make appointments for\u00a0store\u00a0and service visits, enter during low-traffic periods, utilise self-checkout lines, and use a\u00a0contactless payment option\u00a0such as Apple Pay or a\u00a0mobile app\u00a0in lieu of cash or even\u00a0debit card\/credit\u00a0card\u00a0payments (which require touching a\u00a0payment terminal). With\u00a0consumer behaviour\u00a0continuing to trend toward\u00a0digital wallet\u00a0and\u00a0contactless payment methods, retailers should strongly consider providing these options as part of their checkout experience \u2013 if they have not done so already.<\/p>\n

Combating Customer Frustration with Technology<\/strong><\/h2>\n

Given ongoing labour shortages, shoppers are facing increasingly frustrating in-store experiences. Reduced hours (often with short notice), empty shelves,\u00a0long lines<\/a>, shuttered dressing rooms, and lack of employee assistance are frustrating customers. Savvy retailers must pivot their procedures and boost their technology investment to create an in-store experience that is meaningful and contactless.<\/p>\n

Anyline reports that 89% of shoppers say it\u2019s important that grocery stores use technology better and\/or more efficiently to make checking out faster1<\/sup>. The company also makes a compelling case for other retailers to embrace Scan & Go payment technology,\u00a0with 81% of consumers preferring to use their own device for in-store shopping and contactless checkout.<\/p>\n\n\n\n
Positive <\/i><\/b>Customer<\/i><\/b> Experience = High Tech + Low Touch + Safety Protocols<\/i><\/b><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Contactless Fulfillment is Key with Curbside Pick-up<\/strong><\/h2>\n

The days of driving to a <\/span>store<\/span>, calling a phone number, and then waiting curbside for your order are over. <\/span>Now, many retailers know the <\/span>importance of a seamless experience<\/span><\/a> and have innovated on their curbside delivery experience. <\/span>Today\u2019s <\/span>curbside pick-up<\/span><\/a> harnesses the power of geofencing technology to track <\/span>shoppers<\/span>\u2019 movement from their starting point to the <\/span>retail store<\/span>. Target and Walmart each have a sophisticated <\/span>mobile app<\/span> that improves the <\/span>customer experience <\/span>during a <\/span>contactless transaction<\/span>.<\/span> Of course, successful curbside <\/span>pick up <\/span>must also include creating designated and numbered parking spaces, communicating frequently with customers, and soliciting feedback post-purchase.<\/span><\/p>\n

BOPIL\u00ae Limits Human Interaction while Boosting Satisfaction & Sales<\/strong><\/h2>\n

Aside from Click-and-Collect from store, Buy Online, Pick-up in Locker (BOPIL)<\/a> is another means of providing contactless fulfilment for your customers. The initial research into retailers using smart lockers for contactless pick-up is overwhelmingly positive. A Fortune 500 retailer who recently installed Parcel Pending\u2019s automated lockers noted that 95.9% of customers said that using the locker saved them time in picking up their order; 94.3% of customers said that they are likely to use in-store pick-up again and 93.4% of customers rated their experience as \u201cvery satisfied.\u201d And, recently, home improvement retailer Lowe\u2019s installed Parcel Pending by Quadient smart lockers at its 1,700+ stores to boost the customer experience. Now customers can retrieve their packages with zero human interaction in as little as 10 seconds.<\/p>\n

The return on investment from BOPIL is also compelling. 61% of customers make an incremental purchase just by virtue of entering the\u00a0store. Since customers whose wait times are two minutes and under (when using BOPIL, for instance) are four times more likely to purchase again, smart lockers are a key strategy for\u00a0retail store\u00a0operational efficiency.<\/p>\n

The Need for a Solid Omnichannel Experience<\/strong><\/h2>\n

Not surprisingly, continued concerns about safety are driving customers to online shopping. In fact,\u00a0digital shopping continued to explode in 2021: eCommerce sales were up 4.4% \u2013 equal to about 13% of all worldwide sales2<\/sup>. It\u2019s clear that customers want what they want, when they want it with the freedom to choose their preferred fulfilment channel \u2013 whether it\u2019s\u00a0contactless delivery<\/a>\u00a0to their home, click-and-collect from store, or BOPIL.<\/p>\n

Whether shoppers purchase via web, mobile app, or social media, customers are looking for an easy, frictionless, and consistent experience across all channels. 75% of consumers expect a consistent experience wherever they engage with a brand, regardless of the channel; 87% of consumers today say that they wish organizations would work harder at delivering consistent customer experience across channels3,4<\/sup>.<\/p>\n

As Dixa, a\u00a0customer service\u00a0platform explains: \u201cMore than 70% of customers hate having to repeat themselves when dealing with a brand, and 30% feel that a company knowing about their previous interactions helps them to feel valued\u201d5,6<\/sup>.<\/p>\n

But, for every additional channel customers use, they spend more money. Omnichannel customers spend an average of 4% more in-store and 10% more online than single-channel customers7<\/sup>.<\/p>\n

The ROI Of Boosting the Digital <\/b>Customer Experience<\/b><\/h2>\n

The experience of the\u00a0customer\u00a0has a significant impact on a retailer\u2019s bottom line. Even when people love a company or product,\u00a059% will walk away\u00a0after several bad experiences and 17% will after just one bad experience8<\/sup>. 86% of customers say that they are ready to pay more if it means getting a better\u00a0customer experience9<\/sup>. In fact, they are willing to pay as high as 13% to 18% more for a product or service, provided they receive an excellent\u00a0customer experience.<\/p>\n

Plus, these statistics paint a more complete picture:<\/p>\n