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Landmark Group unveils new features in India
05 Dec '17
4 min read
Landmark Group, leading retail and hospitality conglomerates in the Middle East and India, has unveiled Click & Collect and Returns to Store in India. The two features, available on LifestyleStores.com, MaxFashion.com, HomeCentre.com, and their Android and iPhone apps, mark group’s endeavour to provide convenient omni-channel experience to its customers.
These customer-focused initiatives represent the latest step in the Group’s journey towards providing a complete, simple and convenient omni-channel experience for its millions of customers in India.
“We're thrilled to announce the launch of Click & Collect and Returns to Store for our millions of customers in India!” says Savitar Jagtiani, chief digital officer, Landmark Group. “These two features have proven to be extremely popular in the UAE where up to 33 per cent of total orders are fulfilled via Click & Collect while Returns to Store accounts for over 35 per cent of total online returns. Our goal is to make shopping simpler, faster and more delightful for our customers, regardless of whether they choose to shop from our stores, sites or apps.”
The first of these features, Click & Collect, allows customers to shop and pay for their orders online and then collect their products in-store. The Group has leveraged its vast store network in India to ensure that customers will be able to collect their orders from over 230 stores across the country. Orders will be ready for collection in one-four business days, depending on the location of the store, and can be held in-store for the customer up to 14 days.
Click & Collect is already a popular feature in more evolved retail markets. According to IRUK Top 500, 58 per cent of the UK’s top 500 retailers now offer Click & Collect, while Planet Retail states that over 75 per cent of the country’s online shoppers are expected to use the feature by the end of 2017. Many top traditional retailers in the US have also adopted Click & Collect. Gartner reported that by 2015, the service was offered by 45 per cent of large firms with an annual revenue greater than $ 3 billion.
Benefits for customers include zero shipping charges and the flexibility of collecting their products from a location of their choosing. Max online shoppers can collect their products from the Max store they’ve selected, Lifestyle customers can select a Lifestyle store, while Home Centre’s online customers enjoy the ease of collecting from either a Home Centre standalone store or a combined Lifestyle and Home Centre store. As a bonus, upon collection, customers will receive a voucher for a discount on their next in-store purchase.
The second Omni-Channel feature, Returns to Store, allows customers to easily return their online orders in-store within 30 days of receiving the products. Max customers can take their products back to a Max store, Lifestyle customers to a Lifestyle store, and Home Centre shoppers can return their orders either to a Home Centre standalone store, or a combined Lifestyle and Home Centre store.
One big advantage customers enjoy with Returns to Store is that they can receive an instant cash refund if they’ve paid for their order by Cash on Delivery. If not, they’ll receive a refund to their card, bank account or wallet, depending on their payment method. Alternatively, whatever their payment method, customers can also opt for a credit note which they can use to shop online. The refund will be initiated as soon as their returns have been checked in-store.
The Group’s priority was ensuring that both features are not only useful but also convenient. For customers to pick up their orders, all they need to do is head to the Collection Point in their chosen store and show their government-issued photo ID. To make a return in-store, customers just need to remember to include all tags and their invoice when they hand over their returns to the store staff at the Collection Point. (SV)
These customer-focused initiatives represent the latest step in the Group’s journey towards providing a complete, simple and convenient omni-channel experience for its millions of customers in India.
“We're thrilled to announce the launch of Click & Collect and Returns to Store for our millions of customers in India!” says Savitar Jagtiani, chief digital officer, Landmark Group. “These two features have proven to be extremely popular in the UAE where up to 33 per cent of total orders are fulfilled via Click & Collect while Returns to Store accounts for over 35 per cent of total online returns. Our goal is to make shopping simpler, faster and more delightful for our customers, regardless of whether they choose to shop from our stores, sites or apps.”
The first of these features, Click & Collect, allows customers to shop and pay for their orders online and then collect their products in-store. The Group has leveraged its vast store network in India to ensure that customers will be able to collect their orders from over 230 stores across the country. Orders will be ready for collection in one-four business days, depending on the location of the store, and can be held in-store for the customer up to 14 days.
Click & Collect is already a popular feature in more evolved retail markets. According to IRUK Top 500, 58 per cent of the UK’s top 500 retailers now offer Click & Collect, while Planet Retail states that over 75 per cent of the country’s online shoppers are expected to use the feature by the end of 2017. Many top traditional retailers in the US have also adopted Click & Collect. Gartner reported that by 2015, the service was offered by 45 per cent of large firms with an annual revenue greater than $ 3 billion.
Benefits for customers include zero shipping charges and the flexibility of collecting their products from a location of their choosing. Max online shoppers can collect their products from the Max store they’ve selected, Lifestyle customers can select a Lifestyle store, while Home Centre’s online customers enjoy the ease of collecting from either a Home Centre standalone store or a combined Lifestyle and Home Centre store. As a bonus, upon collection, customers will receive a voucher for a discount on their next in-store purchase.
The second Omni-Channel feature, Returns to Store, allows customers to easily return their online orders in-store within 30 days of receiving the products. Max customers can take their products back to a Max store, Lifestyle customers to a Lifestyle store, and Home Centre shoppers can return their orders either to a Home Centre standalone store, or a combined Lifestyle and Home Centre store.
One big advantage customers enjoy with Returns to Store is that they can receive an instant cash refund if they’ve paid for their order by Cash on Delivery. If not, they’ll receive a refund to their card, bank account or wallet, depending on their payment method. Alternatively, whatever their payment method, customers can also opt for a credit note which they can use to shop online. The refund will be initiated as soon as their returns have been checked in-store.
The Group’s priority was ensuring that both features are not only useful but also convenient. For customers to pick up their orders, all they need to do is head to the Collection Point in their chosen store and show their government-issued photo ID. To make a return in-store, customers just need to remember to include all tags and their invoice when they hand over their returns to the store staff at the Collection Point. (SV)
Fibre2Fashion News Desk – India
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