More than 8,000 Walgreens locations offering FedEx OnSite services will serve as a physical network for package pickups and returns, powered by the Narvar Concierge solution suite for physical commerce. The network also will include select Nordstrom stores, beginning with a pilot in Los Angeles.
Retailers on the Narvar platform, which serves more than 600 retailers globally, can offer consumers the option to pick up orders or drop off returns at any location in the Concierge network. In addition to a retailer’s existing fulfillment options, online shoppers can select a Narvar Concierge location during checkout or when making a return.
More than a dozen launch brands of Narvar Concierge, including Urban Outfitters, Cole Haan, Levi Strauss & Co., Timbuk2 and Arezzo & Co., are using the service not just to improve the customer experience but also to gather data on consumer behavior; create more engagement opportunities to build their brands; and reduce shipping label costs from commercial locations without a physical store investment.
“Customers are continuing to redefine value and convenience, and this is another way in which we can provide a differentiated retail experience,” said Alex Gourlay, Co-COO of Walgreens Boots Alliance and President of Walgreens in a statement. “We’re leveraging new and different platforms as well as our expansive footprint to bring more services closer to our customers, while giving our partners greater reach and access in communities across the U.S.”
A large portion (69%) of consumers identified having to pay for return shipping as a purchasing deterrent, according to Narvar. “If you don’t offer convenient returns options, or you don’t provide transparency, there is a silent majority of customers that won’t shop with you,” said Amit Sharma, CEO of Narvar in an interview with Retail TouchPoints.
“In order to compete today, retailers need to integrate themselves within the consumer’s busy lifestyle, and not the other way around,” said Sharma. “While our brand partners have invested in excellent online experiences, uniting their e-Commerce strategy with their brick-and-mortar strategy is still a challenge — this is where Narvar Concierge will make a difference.”