Buy Online, Pick Up In Store Service Grows, Adds Convenience for Military Shoppers
Online shopping is more convenient than ever for Warfighters and their families with the Exchange’s growing buy online, pickup in-store service.
According to the Kibo Commerce 2018 Consumer Trends Report, at least two-thirds of shoppers use a buy online, pickup in store service for the majority of their shopping.
With the Exchange’s service, associates do the shopping for customers so Warfighters can focus on the mission at hand.
Since October, active-duty service members, their families and retirees have placed nearly 14,000 orders at ShopMyExchange.com and picked them up at their local Exchange.
The service expanded to 135 locations in July to include Aberdeen Proving Ground, Edwards Air Force Base and Fort Irwin.
The Exchange has expanded the selection of eligible merchandise since the rollout in October—95% of the online assortment can now be picked up in stores, up from about 10% at launch.
While the program has been promoted since its launch, the first major awareness campaign is currently in effect, including increased ads on ShopMyExchange.com, email blasts and social media.
“Associates work hard to ensure our shoppers have the best shopping experience online and in-store,” said Karen Cardin, senior vice president of e-commerce. “The success of the in-store pickup service so far—without a major marketing push—is a testament to that hard work and the commitment of associates to the best customers in the world.”
Shoppers living outside the United States have especially benefited from the service, as bulk items like appliances and furniture they couldn’t purchase because of shipping size restrictions are now available.
Said Shafik, systems librarian for Installation Management Command in Sembach, Germany, recently wanted to purchase a shower curtain set and rod, grill, kitchen cookware sets and more that could not ship to his APO address.
He had everything shipped to Germany’s Ramstein AB Exchange, where he picked up his purchases.
“This is a great customer service,” Shafik said.
Besides the benefits to shoppers, the service is a savings opportunity for the Exchange. Shipping to stores already receiving merchandise is less expensive than paying couriers to deliver to individuals.
The service also drives revenue—when customers pick up their online orders, they are likely to shop for last-minute needs or items not typically purchased online (like toiletries, paper towels, etc.), as well.
Increased sales lead to greater contributions to Quality-of-Life programs such as Army Child Development Centers and fitness centers; Air Force Outdoor Recreation and more, and as well as improvements to the Exchange shopping experience.