May 2, 2019
Like most people, our family does quite a bit of online shopping. The convenience of home delivery is paramount considering our work and social schedules. However, there are times we visit the local grocery or hardware stores -- these are usually considered unplanned events or urgent needs. When we recently decided to reorganize our pantry, we decided we needed some cool containers. Our default shopping site, Amazon, seemed to have limited choices and we discovered the Container Store. Container Store’s wide assortment of organizational products wooed us, and we placed an online order with them. Once we realized that the shipping options were too late for our urgency and we chose to pick up our order in store. Here’s where the experience of customer delight started, and I’d like to break it down into ordering experience and pick up experience.
Here are some highlights from the ordering experience:
Once the order was placed an order confirmation with clear pickup instructions is sent to my email. And the ordering experience is complete!
Now let’s talk about the pickup experience. The pickup experience starts right from the order confirmation email. In the order confirmation email, there’s a clear indication of time to stop by the store with a couple of options.
In my case, my order was not ready due to additional items not being available at the store. The store contacted me about this and rescheduled my pick up time and date over the phone, sending me confirmation messages and new details over text messages. I did then show-up and picked up my order at the counter.
At the counter, I was given a receipt where the store associate let me know that if I needed to make a return, that could all be handled in-store as well, not a thing to do online.
The entire order experience was delightful from start to finish. Some of the highlights that stood out to me include:
This entire pickup experience, the various convenience options, including different varieties of pick up options, management of exception cases (including store return of an online order) was excellent. I am now a die-hard fan of the Container Store experience!
As BOPIS continues to make its presence known and stake claim within the e-Commerce market, companies will benefit from planning for this experience sooner rather than later. As recently as the Oracle Commerce Cloud 19A Release, we see e-Commerce platforms reacting to include BOPIS functionality. Partnering with a team who knows not only their way around the technology but also ways to leverage the design and processes behind the scenes are paramount to creating an effective, scalable, and delightful BOPIS experience. Contact us.
About the Author
Rohit (Roy) Nallapeta heads pre-sales consulting for Object Edge. Previously he has held various positions as a product manager, delivery lead and business analyst at Object Edge. His experience spans retail, banking, healthcare, and eCommerce areas. He contributes to this blog on subjects of eCommerce, retail and technology trends.
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