Your browser is no longer supported. For the best experience of this website, please upgrade to a newer version or another browser.

Your browser appears to have cookies disabled. For the best experience of this website, please enable cookies in your browser

We'll assume we have your consent to use cookies, for example so you won't need to log in each time you visit our site.
Learn more

DDF: Retailers should ‘think inside the box’ when it comes to click-and-collect


Retailers are missing an opportunity to increase sales at the click-and-collect desk by not asking shoppers what they have bought online, says Paddy Earnshaw, chief customer officer at delivery company Doddle.

Speaking at Drapers Digital Festival 2017 in London, Earnshaw said retailers should ask shoppers what’s in their click-and-collect package, to upsell them products that will go with their purchase.

“We have all this data flying around, but no one is asking shoppers what’s in their box in order to add value. If the sales assistant knows you have bought a dress, they should be recommending shoes that would go with it. It’s a real missed opportunity,” he added.

Earnshaw said retailers should also explore self-service click-and-collect stations where shoppers can pick up their own orders.

Have your say

You must sign in to make a comment

Please remember that the submission of any material is governed by our Terms and Conditions and by submitting material you confirm your agreement to these Terms and Conditions. Links may be included in your comments but HTML is not permitted.