Well, now it can be a doddle. Or should we say Doddle makes it a doddle. It’s all in the name. Doddle can now serve you – the customer – quickly and efficiently with a tiny technological footprint – all thanks to Zebra Technologies.
Topics: Click and Collect
This is the last in a short series of blogs looking at the devil-in-the-detail of providing Click & Collect in a way that remains profitable rather than becoming a de facto “loss leader” offering. For this last blog we’re reminding ourselves why this is all important in the first place - customer experience – and thinking about the future. We’ll look at an end-to-end customer journey (click-collect-return) for a young woman named Susan, and at what technology impacts at what stage of customer engagement.
One of the core reasons that retailers are struggling to make their Click & Collect operations profitable is the huge increase in returns that Click & Collect has generated. Retailers who may have innocently thought that offering another channel and wider choice for the customer was just another box to tick-off have been caught out by the fact that the omni-channel reality has meant a change in customer mindset, which means they have to deal with the complexity of more returns.