The Retailer’s Guide to an Effective Curbside Pickup Program

The rise of e-commerce has led to significant changes in consumer behavior, including a growing demand for curbside pickup programs. With this trend on the rise, retailers need to create an effective curbside pickup program to meet the needs of their customers. In this blog post, we will provide some tips for retailers to create a successful curbside pickup program.

Why Customers Love Curbside Pickup

Curbside pickup offers a range of benefits to customers, from convenience and flexibility to getting orders same-day. As a result, it has become a popular choice among consumers and retailers alike. By offering a seamless and efficient curbside pickup program, retailers can continue to meet the evolving needs of their customers and stay competitive in the e-commerce market.

Convenience and Flexibility

Curbside pickup offers customers the convenience of shopping from home or on-the-go, without having to physically enter the store. This is especially beneficial for those who have busy schedules or limited mobility. With curbside pickup, customers can order online and pick up their purchases at their own convenience, without having to wait in long checkout lines or deal with parking.

No Shipping Fees or Delays

Another benefit of curbside pickup is that customers can avoid shipping fees and delays. With shipping delays becoming more common from an increase in online shopping, curbside pickup provides a way for customers to get their purchases in the same day. This is especially beneficial for customers who need their items quickly or don’t want to pay for shipping.

Personalized and Efficient Experience

With curbside pickup, retailers can offer a more personalized and efficient experience for customers. Staff can provide tailored service, such as making product recommendations or offering suggestions for complementary items. Additionally, retailers can ensure quick order fulfillment and minimize wait times, which can lead to higher customer satisfaction.

How to Build an Effective Curbside Pickup Program

By implementing these curbside pickup strategies, retailers can create a customer-centric experience that supports the customer buying journey. These strategies can help to build customer loyalty, drive repeat business, and set the retailer apart from competitors.

Streamline the Ordering Process

The key to a successful curbside pickup program is a streamlined ordering process. Customers should be able to easily place orders through your website or mobile app. Make sure the ordering process is user-friendly and intuitive, so customers don’t get frustrated and abandon their carts. You can also offer incentives for online ordering, such as a discount on their next purchase or free shipping.

Communicate Clearly

Effective communication is essential to a successful curbside pickup program. Customers should know exactly what to expect when they arrive at your store, such as where to park and how to check in. Provide clear instructions on your website and in your confirmation emails, and consider using signage in your parking lot to guide customers to the pickup area. The ONE Platform’s ONE™ Curbside has multiple check in options for customers that are extremely user-friendly such as call boxes, SMS texting, and telephone interconnect. 

Have a Designated Pickup Area

Having a designated pickup area is essential to creating an efficient curbside pickup program. This area should be easily accessible for customers and clearly marked with signage. Consider designating specific parking spots or a dedicated pickup window. Make sure your employees are trained and you have an adequate way to monitor the pickup area and assist customers as soon as they arrive.

Provide a Convenient Pickup Schedule

Make sure your pickup schedule is convenient for your customers. Offer flexible pickup times, including evenings and weekends, to accommodate different schedules. Consider allowing customers to select a pickup time that works best for them, so they don’t have to wait in long lines or feel rushed during pickup.

Ensure Timely Order Fulfillment

Timely order fulfillment is critical to a successful curbside pickup program. Customers expect their orders to be ready for pickup at the designated time, so make sure you have an efficient order fulfillment process in place. Assign a dedicated team to handle curbside pickup orders and make sure they have the necessary tools and resources to fulfill orders quickly and accurately.

Implement a Contactless Pickup Process

In today’s environment, many customers prefer contactless pickup options. Consider implementing a contactless pickup process to ensure the safety of your customers and employees. This could include offering curbside delivery to the customer’s trunk, or allowing customers to scan a QR code to confirm pickup.

Provide Excellent Customer Service

Last but not least, providing excellent customer service is essential to a successful curbside pickup program. Make sure your team members are friendly, knowledgeable, and responsive to your customer’s needs. Consider offering personalized service, such as curbside pickup for loyalty program members or offering product recommendations during pickup.

Implement Your Curbside Pickup Program

Retailers need to create an effective curbside pickup program to meet the changing needs of their customers. By streamlining the ordering process, communicating clearly, and following these tips, retailers can create a successful curbside pickup program that meets the needs of their customers and helps them stay competitive in the e-commerce marketplace.

AWC’s solutions powered by The ONE Platform™ were designed with the unique needs of retailers and grocers in mind. Choose from a variety of retail solutions ranging from curbside pickup programs to robust systems that seamlessly connect your communication operations.

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