How are DTC brands harnessing data?

A big part of the DTC ethos is owning your customer data to offer a better experience. We wanted to see if this ethos continued into the shipping, delivery and returns experience for 50 top DTC brands.

How are DTC brands harnessing data?

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

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Only 2% of brands include relevant, personalized recommendations in their shipping confirmation

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

62% of brands do not send a successful delivery notification

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

christoph wagner test manager lidl

Stuart Hill,
FARFETCH’s
SVP of Logistics

“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.”

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.