John DiJulius | Customer Experience Blog


Clicks and Mortar | The Answer is NO
August 31, 2016, 5:11 am
Filed under: Amazon, customer experience management, Customer Service

Clicks and Mortar

The past five years appeared to be the beginning of the end for brick- and-mortar retailers. Sales were shifting to e-commerce and physical stores were closing at an epic rate. However, something that most didn’t see coming, the retail pendulum is shifting again. It is called “clicks and mortar”, which combines in-store and online shopping. Amazon and Google are opening up brick-and-mortar stores.

Hugo Boss is teaming up with Uber to create “Boss On Demand.” It consists of three major services: Effortless Shopping, Impeccable Service and Inside Access. A car will pick up the client and deliver them to the appointment with a Hugo Boss stylist, allowing them to stay productive, return calls, hammer out emails and not worry about parking. Hugo Boss will also use Uber for its rush service. Did you spill soup on your shirt at lunch? Hugo Boss can Uber you a new one within an hour. Boss now offers free two-day shipping, and allows customers to designate a retail outlet to pick up alterations. It also means better profits for brands, according to a recent report by ContactLab and Exane BNP Paribas. Those who shop in-store and online spend 50% more in a year than those who buy in bricks-and-mortar alone.

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