A consumer study by AutoStore and YouGov reveals what customers expect when shopping and what criteria are important in making purchasing decisions.
The increasing popularity of online shopping presents retailers with enormous challenges. The AutoStore consumer study 2021 has investigated what customers particularly value when shopping in bricks-and-mortar and online retail and derived useful tips on how retailers can succeed in retaining customers. Logistics plays a decisive role. The study is based on a survey of 8.737 retail and grocery customers in six markets: France, Germany, Japan, South Korea, the U.K. and the U.S. Participants were surveyed about their shopping habits and loyalty to their chosen suppliers.
As the analysis of the responses shows, in addition to regional and age-specific differences, one point in particular has a significant influence on customer loyalty: the personal shopping experience. The customer experience can be positively influenced by advanced logistics with the right product selection, fast availability as well as a pleasant shopping experience – both online and offline. If companies can meet these customer needs, they gain competitive advantage and avoid pricing pressure. Because price will no longer be the main reason customers choose to shop with them.
Peterhans Handwerkercenter uses the AutoStore Micro Fulfillment System to handle all online and offline orders. With the integration of the warehouse into the retail store and the Click& Collect Service has been able to increase both customer contacts and revenue.
As a result, the strategic importance of logistics is greater than ever before, and the opportunities for companies to differentiate themselves through logistics have increased significantly. But what makes an intelligent logistics solution?
Customer loyalty through on-time delivery
Three of the top five challenges between customers and retailers can be categorized as delivery issues. These include excessive costs, delays and errors, and unstated delivery times. "Even more important than fast delivery are reliable delivery commitments and high delivery accuracy," knows Sarah Adenau, Business Development Manager Retail at AutoStore. By automating their warehouse with high-availability, space-saving fulfillment solutions, companies can ensure their logistics are always ready for the next order.
The AutoStore system can hold up to four times more products in the same footprint than traditional manual storage. This creates room for growth, new services or an innovative in-store shopping experience.
Improvements in picking provide the opportunity to reduce delivery costs, protect margins and speed up the process. AutoStore offers the fastest order fulfillment system per square meter on the market for this purpose. It saves time, increases employee productivity at ergonomically designed workstations and makes the best use of available warehouse space.
E-commerce and bricks-and-mortar retail are increasingly merging. With the use of micro-fulfillment systems, brick-and-mortar stores can also benefit from automation to offer services such as click and collect and improve the in-store customer experience.
The online grocer, which only launched in Germany in August 2021 Crispr consistently relies on automated fulfillment centers for fast and reliable delivery in fixed time windows for its international growth. Each order is processed in less than 60 minutes in the fulfillment center, which is equipped with an AutoStore system for items with normal storage temperatures. This gives Knuspr a competitive advantage in fast delivery in the quality expected by their customers. In addition to the site already realized in Munich, further automated centers are currently being built in Vienna and Prague.
AutoStore’s integration with retail stores offers many useful opportunities for customers and retailers, such as greater product selection, 24/7 pickup, and efficient picking and storing of online orders until pickup.
Sarah Adenau, business development manager, retail, AutoStore System GmbH:
"It is important not to lose sight of customers, to exceed their expectations, and thus to retain their loyalty in the long term. AutoStore is a proven system, a system without a single point of failure. All modules work together to deliver fast, efficient and accurate results."