Zara’s Click & Collect Robots

zara C&C

As much as a third of Zara’s online sales are picked up in one of their stores. This in turn has led to a problem for the retailer, with long queues of disgruntled customers at the Click & Collect desk.

In an attempt to make the customer experience better-simpler-cheaper, Zara has developed a robotic service that involves fetching ordered items from the back of the store and bringing them to a drop box where the customer can collect them. Customers now only need to enter a collection code when they arrive in a store which activates this process.

Better-Simple-cheaper example of using Customer Data & Robotics to improve the Customer Experience

Author: Andrew Mann

Managing Partner at NorthBailey. Having had senior marketing & insight roles at Tesco, Sainsbury's, Asda, Coop and M&S, I'm now using my experience & network to solve strategic marketing problems for NorthBailey clients

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