Coles Group’s e-commerce chief executive Ben Hassing revealed that customers who shop both in-store and online or omnichannel customers are likely to spend 2.1 times more with the company than those who shop only on either channel.
Hence, Hassing stressed that having an omnichannel method is an essential part of the strategy.
Coles recognises this trend and works to improve its digital and storage channels’ integration and customer focus.
“We are connecting e-commerce and content, and then we’ll begin merging online and offline into a unified experience. We’re also focused on providing our customers with an offer that is uniquely Coles by launching new services that we will continue to evolve over time,” said Hassing.
As Australians embrace digital shopping, Coles would keep improving its offerings and capabilities in e-commerce, providing the best customer experience.
He also said that customers are digitally involved in exploring products, contents, apps and websites, or using online services by clicking and collecting or delivering their services home. Even with Covid-19 restrictions, online customer satisfaction centres in Coles’ Sydney and Melbourne Ocado have been capable of achieving construction targets while structural work on an automated distribution centre run by Witron in Queensland is underway.