Today fulfilment is no longer a back-end operation, it’s a mega strategic differentiator. Big box retailers like Walmart, Target, and Best Buy have turned their fulfilment operations into customer experience engines and margin-boosting machines. They’re not just shipping products, they’re delivering speed, and competitive edge.
The good news? You don’t need billion-dollar budgets or a coast-to-coast footprint to adopt their smartest moves.
Here are the top 10 fulfilment strategies big box retailers use, and how every retailer, brand, or independent operator can adapt them to win in the age of anywhere commerce.
1. They Treat Stores Like Fulfilment Hubs
Big box retailers have realised that their physical stores are far more than showrooms, they’re strategically located warehouses. Turning stores into micro-fulfilment centres, can reduce last-mile costs, speed up delivery, and give customers faster click-and-collect options.
What to steal: Use your store stock to power local pickup and same-day delivery. Even a single site retailer can become a local fulfilment powerhouse with the right tech.
2. They Optimise Inventory with Data, Not Gut Feelings
Top retailers invest in real-time inventory visibility, powered by AI and predictive analytics. This means fewer stockouts, less over-ordering, and more accurate local availability.
What to steal: Use connected POS and inventory systems to forecast demand and show live product availability online. Accuracy drives trust, and conversions.
3. They Embrace Automation Where It Matters
From smart lockers and self-service returns to warehouse robotics, big box players automate the manual tasks that slow things down and drain profit.
What to steal: Start with small wins, like automated click-and-collect via lockers, or returns kiosks that free up staff and delight customers.
4. They Nail the Final Mile, Without Owning It All
Walmart and Target have partnered with local delivery platforms to enable last-mile delivery at scale. Others use hybrid fleets of employees, couriers, and third-party logistics providers.
What to steal: Don’t overbuild, outsource. Explore flexible partnerships that let you offer same-day or next-day delivery without adding overhead.
5. They Design for Returns From the Start
Returns are a cost centre, but big box retailers minimise the pain with integrated, customer-friendly returns policies and systems.
What to steal: Offer frictionless, trackable returns at lockers, drop-off points, or in-store. Use automation to streamline restocking and recovery.
6. They Blend Online and In-Store Seamlessly
Omnichannel isn’t a buzzword, it’s a business model. The leaders offer a unified experience across digital and physical, allowing customers to browse, buy, collect, and return wherever suits them.
What to steal: Make sure your digital and in-store channels speak the same language. Align promotions, pricing, stock data, and customer records across platforms.
7. They Train Staff for the New Fulfilment Front Line
Retail employees are no longer just sales assistants—they’re pickers, packers, service agents, and brand ambassadors. Big box retailers invest in staff training, technology, and culture to keep teams agile and empowered.
What to steal: Equip your staff with mobile tools for picking, tracking, and helping customers. Automate the rest, so people can focus on people.
8. They Turn Fulfilment Into a CX Moment
Fulfilment is more than logistics, it’s customer experience. From branded packaging to real-time updates, leading retailers use fulfilment to reinforce brand values and keep customers coming back.
What to steal: Think of every pickup, return, and delivery as a brand touchpoint. Can you add a thank-you note, personalise the packaging, or delight at the door, even share tailored offers, ads or upsells?
9. They Use Data to Get Smarter Every Day
The best retailers use every fulfilment interaction to gather data: how fast orders are collected, where returns happen, what SKUs get delayed. Then they use this data to continuously improve.
What to steal: Track and measure key fulfilment KPIs, such as collection rates, return reasons, pickup speed, and use that data to fine-tune operations.
10. They Plan for Scalability and Resilience
Big box retailers build systems that can flex during peak periods, absorb shocks (like pandemics or supply chain disruptions), and support long-term growth.
What to steal: Look at your tech stack. Is it modular, scalable, and cloud-connected? Can it flex up for Black Friday or pivot if your delivery partner falters?
