GreyOrange released research that reveals how product fulfillment impacts retail buying decisions and buyer loyalty across omnichannel retail. The survey found that 90% of consumers said that their buying decisions are influenced positively when a company has invested in technology that protects workers. However, 62% of respondents had mixed or a generally bad experience when it came to buy online, pick up in-store (BOPIS).
“The takeaway from these survey results is that uncertainty persists in both the minds of the buyer and in the market, which makes resiliency in product fulfillment operations even more critical to retailers’ success so they can quickly adapt to changing market demands and consumer expectations,” says Jeff Cashman, senior vice president and chief operating officer, GreyOrange. “Retailers must be able to seamlessly pivot among channels so they can satisfy consumer demand wherever it is – in the store, online, or mixed with buy online, pick up in store. In order to accomplish this, retailers need abundant data to drive fulfillment decisions that offer them the greatest payoffs, especially when it comes to fulfillment that promotes customer loyalty and retention. And they have to accomplish all of this while effectively managing costs and providing a safe work environment for employees.”
- Buyers shifted a majority of 2020 purchases to online due to COVID-19
- More than half of buyers expect to resume pre-COVID buying patterns when possible
- Two-thirds of buyers have tried BOPIS