Success Story View all Increase revenue by making personalised and relevant recommendations to shoppers
THE MISSION
New Look is a leading fashion retailer operating in the value segment of the clothing and footwear market in the UK and Republic of Ireland, with a targeted online presence. Their mission is to offer products and a shopping experience based on excitement, value and newness. The New Look brand is distinct and trusted in the UK, catering to a broad customer audience.
About New Look
No. 2
for overall womenswear market share in the 18-44 age range
>50%
of their clothing has more sustainable attributes
>10k
diverse, dedicated and talented colleagues
238m
visits to Newlook.com or app in 2022
440
stores across the UK
>6m
followers across all social accounts
THE CHALLENGE
New Look needed to bolster their post-purchase experience to keep customers engaged and drive brand loyalty. Timely and relevant communication is key for their customers throughout the purchase journey as it can reduce pressure on their internal support teams. To optimize the process, New Look sought a post-purchase partner to provide direct and personalised communication to online customers.
Key requirements included:
- Enable multiple departments, such as customer service, to deliver and improve end-to-end post-purchase communications
- Deliver greater efficiencies for internal support teams and empower them to improve the service provided
- Provide greater transparency and more personalised communication
As a company, we always strive to cultivate the best possible experiences for fashion lovers, whether in store or online. The partnership with parcelLab will help us to provide seamless post-purchase interactions that keep customers happy and engaged. Having timely and relevant communication with our customers at this important stage of the purchase journey not only reduces the pressure on our teams internally - meaning that when an issue does arise, they can provide faster responses - but it means we are well positioned to drive greater loyalty and repeat purchases.
THE SOLUTION
New Look decided to partner with parcelLab, the premier global provider of post-purchase customer experience software, to enhance the after sales experience for its online customers. The partnership enables New Look to provide proactive messaging and personalised communications from purchase to delivery, and beyond. Leveraging parcelLab’s technology for post-purchase experience, New Look will undertake direct communication with customers, including important information updates on the status of their orders.
Additionally, New Look will be able to increase revenue by making personalised and relevant recommendations to shoppers on additional items they may be interested in based on previous purchase behaviour, supporting the brand’s growth aspirations.
