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E-Commerce

Click & collect to grow by 20% per year, says IMRG

Click & collect services will continue to grow 20% per year according to a new report from the e-commerce industry association, IMRG. 

The IMRG CollectPlus UK Click & Collect Review 2015 report said that there is a “clear and developing” evidence that mobile shoppers are primary click & collect shoppers, and so the tendency to shop online using a mobile device is a “clear” future indicator towards the use of click & collect.

The report also stated the importance of click & collect for returns, not only making sure customers find it easy to make returns but also to ensure these can be swiftly processed through the supply chain, with appropriate tracking and visibility.

Meanwhile, the report said that it expects an increase in awareness and use of third party parcel stores as retailers expand their click & collect reach and consumers become more aware of the services available.

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Looking to the future of click & collect services, the report highlighted new innovations such as 3D printing and drone delivery claiming they the potential to work alongside click & collect to provide increasingly flexible supply chains and delivery options.

Andrew Starkey, author of the report and head of e-logistics at IMRG , said the report outlines just how “important” click & collect has become.

He said: “Improving customer experience is a focus for many retailers and the convenience with which customers can receive their orders has become a key differentiator – and click & collect is arguably becoming an expectation in terms of delivery options.

“For retailers that do not yet offer click & collect, the report provides an overview of why they should invest in it and looks at the different options that are available, as each retailer will have different requirements.”

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