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Colin Peacock

Group Strategy Coordinator
  • Posted on: 06/06/2016

    BOPIS needs more work

    In Europe, where BOPIS is referred to most often as "click and collect," the challenges talked about here are all present, from [good and bad] customer service, to availability/inventory accuracy and finally, returns management. In fact, it is this last topic that has really intrigued the members of the ECR group, and one where we are starting a research project to quantify a) the scale and nature of the returns from the Click & Collect service ideally by department, b) the robustness of the work processes and then, c) the true cost of a return. Hopefully I can check back in with this group in 12 months time with the findings!
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