Last week at the Sydney Retail Tech meet up Max Ryerson (@MaxRyerson) shared with the group some of his research and insights on the future of retail. Some of the big trends that he has observed in his global consulting practice are indicating that more and more of the purchases we make in store are ‘digitally influenced’ (think browsing, research or purchase). His figures showed that in Australia we see about 50% of store purchases influenced by digital, in the USA this is now up to 80% with the forecast that this will get to 100% in the next year or two. In one of his points, he called out the importance of click, collect and returns.
At 6R we’ve worked on a few click and collect projects and reviewed several returns processes, and we advocate that making the returns process easy for a customer is a win for any retailer. However, the small distinction of putting those three words running together in ONE thought /sentence was a shift.
30% of online purchases are returned.
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