Narvar is letting retailers offer customers the convenience of home pickup of returns within one to 10 days for a convenience fee, a service that was piloted at 70 companies in Q4. The home pickup service is currently offered in San Francisco, New York, Los Angeles, Chicago and Houston, with plans to expand to about 100 more markets.
Do you want a latte with that toy your kid didn’t like? Target said it is offering curbside returns in select markets starting this fall, as well as the opportunity to grab a Starbucks beverage while you’re at it. The red target retailer said customers can use the Target app to set up a curbside return and/or grab a caffeinated drink.
Nearly one in five American consumers prefer the more convenient option of buy online, pickup anywhere or BOPA vs. showing up at a retailer’s stores in an area, if it’s offered at checkout, according to a new study from Via.Delivery. The study was based on thousands of ecommerce transactions in Q4 2021.
Walmart is the most popular destination for e-grocery ordering, according to a new survey by Chicory, cited by 36% of respondents, followed by Amazon at 23%, and Instacart a distant third at 10%. Target was cited by just under 10% of respondents, followed by Kroger at 7%, Albertson’s/Safeway (3%), Stop & Shop (2%) and Shipt (1%).
How can retailers keep problems outside their control from damaging customer relationships? Competing on customer experience (CX) is always smart, but right now it’s critical. Of course, the best CX is getting the products they want when they want them. But you can deliver excellent CX in other ways to maintain trust and goodwill.
Technology, whether through automation or personalized chat settings, was a major trend in customer service during 2021. While it takes a careful balance of implementation, technology can pave the way to new, beneficial customer service practices, many of which are coming to fruition. Here are three trends to watch in 2022.
Narvar, provider of post-purchase experience solutions, is now pulling in real-time shipping data from UPS into a new dashboard product called Monitor to give shippers greater visibility into packages in transit across the supply chain, anticipating and proactively addressing issues.
I’ve been discussing the topic of customer experience (CX) with quite a few companies over the last several months, and have been repeatedly drawn into the omnichannel versus multichannel debate.
Beans.ai, a routing optimization provider that enables FedEx Ground and others to direct drivers to exact locations like apartment units, and provides other details like parking locations and delivery rules, has come out of stealth mode with a $17 million investment.
In an effort to make ordering and receiving goods easier for the holidays, Walmart and Target have both announced upgrades to their omnichannel strategies as supply chain woes continue to impact inventory stock levels and consumers worry that products won’t be available.