In 2020, omnichannel services took a gigantic step toward becoming standard, expected parts of the retailing experience. We might already be there.
Because of pandemic-related shutdowns and consumers’ reluctance to shop in stores, retailers spent much of 2020 improving their fulfillment operations and improving omnichannel services such as curbside and in-store pickup, home delivery (including on-demand same-day delivery), and shipping from stores. The pandemic-driven changes will leave a permanent mark on the way shoppers and merchants interact, vendors, retailers and analysts say.
According to ecommerce security and fraud prevention vendor Signifyd, the use of buy online pick up in store (BOPIS) and curbside pickup services grew 443% in the first week of December 2020 compared with this past January, before the pandemic hit the United States. And U.S. online sales on Signifyd’s network in November increased 52% year over year compared with November a year ago.
Some retail categories had much larger increases in ecommerce sales than the overall market, Signifyd says. For electronics, online sales are up 110% year over year in November, while online sales of groceries and household goods rose 97%. Home goods and decor were up 92% compared with the previous November.
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