Trends Report

Abolish Abandon Rates For In-Store Pickup

Retailers Must Find Opportunities To Increase "Buy Online, Pick Up In Store" Conversion Through Best Practices And Operational Excellence

May 5th, 2016
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst
With contributors:
Fiona Swerdlow , Rebecca Katz , Nicole Lesperance

Summary

Omnichannel fulfillment is commonplace among today's leading retailers. However, eBusiness professionals are at risk of not meeting goals for these programs if they fail to move from basic implementation to profit-focused optimization. For the nearly one in three multichannel retailers that plan to support or already support "buy online, pick up in store" (BOPIS), this means maximizing conversion and minimizing costs. This report provides eBusiness professionals with insights into why and how frequently customers cancel or abandon BOPIS purchases, as well as the actions retailers can take to increase conversion of these online-to-offline orders.

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