Metrics Matter
ServiceClarity Blog

Why Retailers need to track their deliveries 🚚

Just a few years ago, online shoppers would happily wait a week or two to get their shopping. Today, thanks to companies like Amazon and ASOS, one-day shipping has become the norm. We have become so impatient that the majority of online shoppers expect their order status to be updated within a few hours, reports OSM Worldwide’s State of Online Shopper Delivery Expectations.

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5 Service Desk Metrics essential for 'Click and Collect' Retailers ⬆️🛍

The ‘click and collect’ service offers an increasingly important incentive to shoppers looking for convenience and reduced cost, with over 70% of shoppers making the choice to use click and collect. With 95% of shoppers claiming they would shop elsewhere if an online store did not offer a convenient delivery option, it is clear that when competing with the likes of Amazon and their extensive delivery options, 'click and collect' is an essential part of a retailers online offering. However, ultimately there is a cost to offering 'click and collect' as part of an omni-channel service and this cost must be borne by the retailer.  The nature and extent of the service offered affects the bottom line to the extent that some major retailers, most notably Tesco, Sports Direct and John Lewis, have sought to reclaim some of these costs by adding a charge for 'click and collect'.

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5 KPIs to drive revenue and retain your customers in retail

Retail is one of the most competitive industries with a sharp focus on increasing sales and retaining customers. In order for a retail organisation to stay on top, they need to know everything about their business.  As consumer behaviour changes, retail organisations are at an ever increasing demand to deliver an exceptional experience to both their in-store and online customers. But within the retail industry this doesn’t always happen. Former CEO of Home Depot had this to say:

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How Brick & Mortar can fight back against Amazon

 

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