UK’s online health and beauty industry 2021
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Research summary
The UK’s health and beauty industry demands a seamless post-purchase experience to meet high customer expectations. Our 2021 report delves into the unique challenges and opportunities in this sector, offering strategies that leading brands use to enhance their operations and deliver exceptional customer experiences.
In this study, you’ll discover
- Key trends shaping the post-purchase experience in health and beauty
- How to optimize logistics and delivery for customer satisfaction
- The impact of personalized post-purchase communication on loyalty
- Case studies of brands excelling in operational excellence
The post-purchase experience remains the largest untapped marketing channel for health and beauty retailers. Investing in it not only reduces frustration but fosters customer loyalty and repeat purchases.
Despite growing customer expectations, many health and beauty retailers fall short in post-purchase engagement. From lack of shipping updates to impersonal communication, these gaps create friction in the customer journey. The data reveals where improvements are needed.
Key stats that matter
Nearly all health and beauty retailers fail to communicate with customers during shipping
Almost half of health and beauty retailers expect customers to arrange and pay for their own returns
The vast majority of retailers do not personalize their shipping communications
