For the most part, people are patient, but some experiences create frustration for virtually everyone. A customer transaction company Omnico Group found that most people are willing to wait just up to eight minutes in a checkout line before abandoning their cart. Time standing in line leads to reconsidering the purchase. If you think about holiday shopping or even a Saturday morning grocery line, you can imagine how many lonely carts there are and how many dollars are lost from items not purchased. According to Parcel Pending, that number is $38 billion.
When Nordstrom opened its doors as a shoe store in 1901, it was no doubt a place where the retail customer experience was intimate. Initially as a store with just one product, it’s easy to imagine the owner and clerks knew the habits and tastes of their customers. Some may even have had lines of credit there. Fast forward 121 years.
One of the key benefits virtually every industry has seen as a result of the pandemic is the increased adoption of digital services and solutions to streamline processes and make businesses more efficient. We’ve certainly seen it within the retail industry as merchants looked to make new fulfilment options available to customers, like buy online pick up in-store (BOPIS) and curb side pick up options. And while these eCommerce-centric options provided peace of mind for consumers during the pandemic, new data from ChaseDesign shows that BOPIS purchases are declining compared to 2020 and 2021.
