Retailers Harness E-Commerce to Improve Customer Service

Customer Service pic
Customer Service pic
Customer Service
Image: businessinsider.com

Since joining Gordon Haskett Research Advisors as a managing director, experienced equities analyst Chuck Grom has helped to develop the firm’s retail sector coverage while growing its consumer offerings. In this capacity, Chuck Grom draws on extensive experience gained at firms including Deutsche Bank and JPMorgan, where he oversaw the analysis of leading broadline and department store investments.

The rise of e-commerce is presenting a host of new challenges and opportunities for brick-and-mortar retailers. As some companies struggle to keep pace with the changing retail environment, others are seizing the chance to innovate and offer new value to consumers.

One feature that is gaining popularity is curbside pickup. Bridging the gap between online and in-store retail, curbside pickup options allow shoppers to select their items from the comfort of their own homes, then pick them up at a store location without ever going inside. Wal-Mart recently expanded this offering to 500 new US stores, and has taken cues from leading fast food chains to design their curbside pickup areas. At the same time, Target is striving to offer consumers a more convenient, streamlined experience by introducing same-day deliver for groceries and household goods. Although Target has recently battled to overcome declining same-store sales amidst the increasing dominance of online retailers such as Amazon, this could be the retailer’s first step toward prosperity in the digital age.

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