21 Facts & Statistics On Why You Need to Devote More Budget to

BOPIS & BORIS(Buy Online Pick-up In Store & Buy Online Return In Store)

83% of U.S. and U.K. consumers say they value physical stores over the web for returning items, regardless of the device they purchased on. (https://www.

internetretailer.com/2013/10/18/many-online-shoppers-prefer-return-items-stores)

Sixty-three percent of shoppers buy online and pickup in-store at least a few times per year. (http://www.hubmagazine.com/the-hub-magazine/bopis-bisbo-082814/)

74 percent of retailers provide robust communication throughout the

transaction (e.g., an email alerting the customer that their product is ready to

be picked up).

Yet only half support text messaging or mobile

notifications.

Omnichannel fulfillment represents a strategic advantage in that retailers can leverage inventory across multiple locations and streamline fulfillment processes, reducing

operational costs and enhancing the customer experience. (http://www.retailonlineintegration.com/article/bopis-retails-next-frontier-competitive-advantage/1)

Only 45% of retailers have extended BOPIS capabilities to include the

ability to ship products from fulfillment centers to stores.

25% provide real-time visibility to inventory levels.

16 percent suggest

alternatives for out-of-stock products.

House of Fraser (UK), fulfills 35% of all online sales with

BOPIS even though they only operate 60 stores.

Omnichannel customers are 21%

more profitable.

More unplanned purchases when

shoppers visit the store (40% vs only 25%)

BOPIS Benefits● Strategic advantage in inventory fulfillment.● Cheaper fulfillment.● Higher margins.● Cost savings.● Faster delivery.● Connecting customer data from online to offline for

insights down the road.● Larger basket sizes.● Higher conversion rates.

More than half, 53%, of the more than 3,000 online U.S. adults surveyed say they expect notification in two hours or less that orders are ready for pickup. (https://www.internetretailer.com/2015/01/06/while-shoppers-store-pickup-it-tough-do-

well)

Studies show that BOPIS don’t actually impact a

significant difference between regular shopping

experience. (http://happycustomer.stellaservice.com/2014/12/30/stellaservice-

study-bopis-isnt-a-big-time-saver-for-shoppers/)

To keep up with customer expectations: retailers can’t just offer any regular

BOPIS program, they have to offer a convenient one.

Shoppers can also become highly frustrated when a product they

want is out of stock at the store.

Nearly 80% of purchases are researched online, and one of consumers’ objections to purchasing online is they haven't touched or seen the product.

“Operationally, shipping or pickup from stores expedites delivery and optimizes inventory across the store network, which does much to improve efficiency and cost savings,” says Dan Farmer, A.T. Kearney

In-store pickup of online orders is only one step in what is a multi-year, multi-step journey...

...but it’s an essential step as it drives traffic to stores where retailers have the opportunity to create differentiated experiences.

Helps make BOPIS better:● Real time updates on in-

store orders.● Customers don’t have to

wait in line.● info@lineapple.com● Thanks!