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The IMRG UK Click & Collect Review 2020 is designed to present an objective and pragmatic view of the evolving click & collect landscape from primarily a logistics perspective. However, positioning it specifically as an e-logistics innovation doesn’t give the full picture because it also has a clear influence on sales conversion, customer satisfaction, operational costs and even store design and location.

The aim of this review is to help retailers stay current with their understanding of the solution, its use and potential. It is not intended to produce specific conclusions or direct recommendations – as each retailer’s individual circumstances will determine how they might deploy click & collect taking account of:

  • Customer profile and demographic
  • Store network footprint or required reach
  • The desired customer experience

The review provides the foundation for retailer strategies and signposts areas for consideration when making decisions about the deployment of click & collect solutions.

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