Survey: Don’t ignore online customers post-purchase
What happens after an order is placed is crucial in driving website traffic and revenue.
That’s according to a new study, “Pathways to Loyalty and Post-Purchase Success,” from WBR Digital and Narvar, which reveals that engaging online customers appropriately during the post-purchase phase of their journey is key to building meaningful relationships fundamental to a brand’s success. Ninety percent of the retailers polled in the survey agree that engaging customers after they make a purchase drives new site traffic and revenue.
“The period of anticipation between when a consumer buys a product and when it arrives on her doorstep is the new moment of truth in retail,” said Amit Sharma, founder & CEO of Narvar. “This is a critical opportunity for retailers to continue the conversation and drive retention. As we see in the survey findings, retailers now recognize the value of optimizing the post-purchase experience to not only reduce call center costs and generate incremental revenue, but also to nurture the consumer relationship and build trust for future transactions.”
Key findings from the survey include:
• Eighty-seven percent of retailers agree that providing customers with proactive information about their orders decreases call center volume.
• Retailers identify price, internal resources, and availability as their biggest obstacles to moving forward with post-purchase initiatives.
• Among initiatives studied in the report, recommending new, related products brings the highest value for 40% of retailers.
The findings suggest that in order to overcome major internal challenges to post-purchase strategy adoption, advocates must convince their leadership that the programs will create value — not only for the sake of the customer, or for the sake of customer retention, but for the sake of the bottom line as well.
Walgreens, Rite Aid deal inches closer to resolution — one way or the other
Walgreens Boots Alliance has set in motion a mechanism that will result in the Federal Trade Commission having 60 days to either clear its $9.7 billion acquisition of Rite Aid or sue to block it.
Walgreens and Rite Aid Corp. announced late Monday afternoon that they have “certified substantial compliance” with the second request from the FTC regarding their proposed merger.
“We are pleased to have certified completion of our submission of documents and information to the FTC in connection with the Second Request,” said Stefano Pessina, executive vice chairman and CEO of Walgreens Boots Alliance. “We will continue to work closely with the FTC regarding the pending transaction.”
Walgreens and Rite Aid issued a joint statement on Monday in which they stated: “In January 2016, Walgreens Boots Alliance and Rite Aid entered into a timing agreement with the FTC pursuant to which the two companies have agreed not to close the proposed merger until at least 60 full calendar days after both companies have certified substantial compliance with the Second Request.”
Under terms of the agreement, if the FTC approves the Walgreens-Rite Aid merger. Fred’s Pharmacy will acquire at least 865 — and as many as 1,200 — divested Rite Aid stores.
Report: Albertsons’ division eyes home delivery
Jewel-Osco shoppers soon will be able to order groceries directly from their go-to supermarket.
By the end of the summer, Jewel-Osco, a division of Albertsons, will offer online ordering. The chain will begin rolling out its e-commerce offering early this summer, according to The Chicago Sun Times.
This is not the supermarket chain’s first foray into online ordering. The chain supplied merchandise for online grocer Peapod for a decade in the 1990s. The partnership ended when the delivery company began sourcing from wholesalers 17 years ago, the report said.
Currently, the chain currently has an agreement with Instacart, a grocery delivery service that tasks personal shoppers with picking and delivering groceries from local stores. The grocer did reveal the ongoing role of Instacart.
While the grocer also didn’t share specifics on how its new e-commerce program would work, Albertsons may have given a hint. Jewel-Osco’s parent company recently announced that a click-and-collect program is in the works at five of its banners, including Jewel-Osco. This program will be using MyWebGrocer’s solutions to ramp up the launch of their buy-online-pickup-in-store (BOPIS) and delivery options.
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