Direct to Consumer USA More research

US DTC Data Report 2021

A big part of the DTC ethos is owning your customer data to offer a better experience.

US DTC Data Report 2021

DTC brands are not harnessing customer data during shipping, delivery and returns to offer an engaging and personalized customer experience. Instead, we experienced a lot of silence and ineffective traditional email marketing (spam!).

It’s time for brands to look to Operations Experience Management and engage customers when they want– during shipping, delivery and returns. We share our best practices for how brands can better use data and key opportunities for where they should improve. Lastly, we explain why data and personalization are so important in OXM.


Key findings

tracking page on laptop graphic

78% of brands send us to a third party website to track our order

notification on smartphone graphic

62% of brands do not send a successful delivery notification

product and service review on smartphone

50% of brands do not ask for a product or service review

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
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Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

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