In response to increased consumer demand for click and collect services in light of the pandemic-prompted online ordering spike, Marks & Spencer recently debuted a new digital Click, Collect, and Return service. The new system will be trialed at 22 stores with hopes to expand to another 56 locations by the end of the year.
The new Click, Collect, and Return system will allow customers to check in through in-store screens to pick up online orders. From there, staff are alerted with a message of the parcel's location. This helps reduce wait times for consumers while allowing employees to better serve those shopping via the traditional browsing method.
The new service will meet demands for "quick and convenient solutions."
Digital Grocery Service Systems
Marks & Spencer Debuts Digital Click, Collect and Return Service
Trend Themes
1. Digital Click, Collect and Return Service - Retail stores can efficiently satisfy customer demand for click and collect services with digital systems, especially during pandemics.
2. In-store Screen Systems - Retail stores can use digital in-store screen systems to decrease wait times for consumers and improve the in-store experience.
3. Online Ordering Spike - Businesses can capitalize on the trend of an increased online ordering spike by emphasizing convenience, safety, and efficiency in their digital services.
Industry Implications
1. Retail - Retailers can create digital click, collect and return services to satisfy customer demand for quick and convenient shopping.
2. Digital Solutions - Companies specializing in digital in-store screen systems can innovate and create solutions to improve efficiency and experience in retail stores.
3. Logistics - Logistics companies can offer streamlined online ordering and delivery systems to help retailers navigate increased demand for online orders and deliveries.