Direct to Consumer USA More research

How to turn one-and-done customers into loyalists?

Did you know repeat customers are on average 5 times more profitable than new customers? So how can you build loyalty to create more repeat, multi-time customers?

How to turn one-and-done customers into loyalists?
 

Download our exclusive research and discover:

  • Where DTC brands are excelling in building loyalty and where they are falling short

  • The changing relationship between brand loyalty and experience loyalty

  • How you can use customer experience during operational processes to build customer loyalty and drive long-term growth

 

Key Findings

customer review list on smartphone graphic

50% of brands do not ask customers to review their service or products

brands offering discounts to customers graphic

80% of brands do not offer a discount for a referral

sign up to our newsletter on smartphone graphic

50% of brands offer a discount for a newsletter sign-up

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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Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

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Returns / UK

Are the UK’s top retailers getting returns experiences right?

This report analyses the returns experiences offered by the UK’s top 200 retailers. We examine cost, returns options, customer communications and much more. Read 

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USA

Gen Z and Millennial Shopping Insights Study

Go behind the scenes with today’s Gen Z and Millennial Shoppers to uncover what drives their purchasing decisions - and their loyalty. Read 

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Returns / German

German E-commerce returns study 2022

Comparison of customer expectations and returns processes and services of 100 of the largest online stores in Germany Read