{"id":12595,"date":"2022-01-21T18:16:38","date_gmt":"2022-01-21T18:16:38","guid":{"rendered":"https:\/\/www.parcelpending.com\/?p=12595"},"modified":"2023-03-28T19:39:03","modified_gmt":"2023-03-28T19:39:03","slug":"creating-a-contactless-retail-experience","status":"publish","type":"post","link":"https:\/\/www.parcelpending.com\/en-us\/blog\/creating-a-contactless-retail-experience\/","title":{"rendered":"Creating a Contactless Retail Experience in 2022"},"content":{"rendered":"

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

Variants Continue to Disrupt In-Store Shopping<\/strong><\/h2>\n

Each successive variant is reinforcing <\/span>retail<\/span> shopping habits and preferences formed at the beginning of the pandemic. For instance, a mere one-third of <\/span>shoppers<\/span> surveyed stated they would feel comfortable shopping in malls again and U.S. grocery <\/span>store<\/span> shoppers<\/span> are most concerned about a perceived threat of contracting the virus from other customers<\/span>1<\/sup><\/span>.<\/span><\/p>\n

Whereas in-<\/span>store<\/span> shopping in early to mid-2020 was all about not touching anything or social distancing, the new goal for <\/span>retailers<\/span> who are determining <\/span>how to improve in-store experience<\/span><\/a> is to limit human interaction. Customers are looking to make appointments for <\/span>store<\/span> and service visits, enter during low-traffic periods, utilize self-checkout lines, and use a <\/span>contactless payment option<\/span> such as Apple Pay or a <\/span>mobile app<\/span> in lieu of cash or even <\/span>debit card<\/span>\/<\/span>credit <\/span>card<\/span> payments (which require touching a <\/span>payment terminal<\/span>). With <\/span>consumer behavior<\/span> continuing to trend toward <\/span>digital wallet<\/span> and <\/span>contactless payment methods<\/span>, retailers should strongly consider providing these options as part of their checkout experience \u2013 if they have not done so already.<\/span><\/p>\n

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

Given ongoing labor shortages, shoppers are facing increasingly frustrating in-store experiences. Reduced hours (often with short notice), empty shelves, <\/span>long lines<\/span><\/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.\u00a0<\/span><\/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 faster<\/span>2<\/sup><\/span>. The company also makes a compelling case for other retailers to embrace Scan & Go payment technology<\/span>,<\/span> with 81% of consumers preferring to use their own device for in-store shopping and contactless checkout.<\/span><\/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 <\/span>BOPIS<\/span><\/a>, <\/span>Buy Online, Pick-up in Locker (BOPIL) is another means of providing <\/span>contactless<\/span> fulfillment for your customers. The initial research into <\/span>retailers<\/span> using smart lockers for <\/span>contactless<\/span> pick<\/span> up is overwhelmingly positive. <\/span>A Fortune 500 retailer who recently installed Parcel Pending\u2019s automated lockers noted that <\/span>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-<\/span>store<\/span> pick up again and 93.4% of customers rated their experience as \u201cvery satisfied.\u201d And<\/span>,<\/span> recently, home improvement retailer Lowe\u2019s <\/span>installed Parcel Pending by Quadient smart lockers at its 1,700+ stores to boost the <\/span>customer experience<\/span>. Now customers can retrieve their packages with zero human interaction in as little as 10 seconds.<\/span><\/p>\n

The return on investment from BOPIL is also compelling. 61% of customers make an incremental purchase just by virtue of entering the <\/span>store<\/span>. 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 <\/span>retail store<\/span> operational efficiency. As a comparison, the average wait time for curbside pick up hovers between 8-12 minutes.<\/span><\/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, <\/span>digital shopping continued to explode in 2021: eCommerce sales were up 4.4% \u2013 equal to about 13% of all worldwide sales<\/span>3<\/sup><\/span>. It\u2019s clear that customers want what they want, when they want it with the freedom to choose their preferred fulfillment channel \u2013 whether it\u2019s <\/span>contactless delivery<\/span><\/a> to their home, curbside pickup, or BOPIL.<\/span><\/p>\n

Whether <\/span>shoppers<\/span> purchase via web, <\/span>mobile app<\/span>, 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; <\/span>87% of consumers<\/span> today say that they wish organizations would work harder at delivering consistent <\/span>customer experience<\/span> across channels<\/span>4,5<\/sup><\/span>.\u00a0<\/span><\/p>\n

As Dixa, a <\/span>customer service<\/span> platform explains: \u201c<\/span>More 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\u201d<\/span>6,7<\/sup><\/span>.<\/span><\/p>\n

But, for every additional channel customers use, they spend more money. Omnichannel customers spend an average of 4% more in-<\/span>store<\/span> and 10% more online than single-channel customers<\/span>8<\/sup><\/span>.\u00a0\u00a0<\/span><\/p>\n

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

The experience of the <\/span>customer<\/span> has a significant impact on a retailer\u2019s bottom line. In the U.S., even when people love a company or product, <\/span>59% will walk away<\/span> after several bad experiences and 17% will after just one bad experience<\/span>9<\/sup><\/span>. 86% of customers say that they are ready to pay more if it means getting a better <\/span>customer experience<\/span>10<\/sup><\/span>. In fact, they are willing to pay as high as 13% to 18% more for a product or service, provided they receive an excellent <\/span>customer experience<\/span>.<\/span><\/p>\n

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