BOPIS: Retail's Next Frontier of Competitive Advantage

Having more robust supply chain and inventory management capabilities can increase sales and improve customer satisfaction. Some online experiences offer room for improvement: 18 percent of retailers enable shoppers to filter and view those search results eligible for pickup in-store, 53 percent support mixed carts (home delivery for some items and pickup for others), and 74 percent provide robust communication throughout the transaction (e.g., an email alerting the customer that their product is ready to be picked up). Yet only half support text messaging. Providing intuitive, transparent user experiences can drive adoption and improve conversion rates.