Click and Collect: Savior of Customers, Killer of Brand Loyalty?

Click and collect is one of the shopping models that gained significant traction during the lockdowns of 2020. And for a good reason: it streamlines logistics for retailers, and means customers are no longer dependent on delivery services. This approach has its drawbacks, however. Through click and collect, the gap between customers and brands grows even larger, as companies lose out on valuable touchpoints.

And because it’s impossible to turn people away from a trend they like, the only prudent choice for retails is to find a way to personalize the shopping experience and generate loyalty in other ways.

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