UPS expected holiday shoppers to return millions of packages – through frictionless return policies, retailers can strengthen customer loyalty.
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Retailers have some ground to cover. Narvar, a premium post-purchase experience platform released the findings of its State of Post-Purchase Experience report today. The survey found that 72 percent of polled shoppers value on-time delivery among all other efforts that will build loyalty. A little transparency will go a long way, according to the report: 60 percent of shoppers want an accurate delivery date and 51 percent want to be notified if something goes wrong.Narvar conducted a survey of more than 1,000 U.S. online shoppers between the ages of 18 and 65 prior to the peak holiday shopping period. The survey set out to analyze how consumers felt about engagement with brands — specifically during the moment between purchase and fulfillment — and key takeaways for retailers.As purchasing power rises, retailers and brands are presented with a good problem of sorts. With more options of how and where shoppers direct their spending, vendors are faced with the growing challenge of connecting with the customer off-line, and quite literally delivering a positive experience to maintain their fleeting loyalty and attention.Shoppers have been fair-weather spenders up until this point. Deliveries from even the most reputable of department stores and e-commerce sites have fallen short in quality shipping services. It’s perhaps because of this 49 percent of shoppers worry about their package being damaged in transit; the concern didn’t originate out of thin air.Engagement doesn’t stop at the doorstep. Pesky return policies that often feature hefty sums can deter shoppers from revisiting a retailer. According to the survey, “an on-time, easy delivery experience was ranked over loyalty points, responsive customer service, and association with a good cause, among others when it comes to becoming a repeat customer.” The statistics don’t lie — 70 percent of consumers said an easy return or exchange would likely convert them to a repeat customer.Deliveries are a source of anxiety for many shoppers — 49 percent to be exact, the survey said. Transparent shipping details communicating the actual location of the package, its en-route status, and convenient printable return labels will do wonders for customer satisfaction and loyalty. “Sixty-five percent of consumers want to print a label and send the item back; this rises to 73 percent when looking at high percentage online shoppers,” the study said.Reports, data and survey findings all have pointed to consumer demand of personalization. That might be overshadowed by an old-fashioned thank-you note — 61 percent said their satisfaction with a product will be influenced more by a simple thank you than personalized recommendations, guided how-to’s or examples of how to use a product. Consider the unboxing experience here: Imagine the customer delight of unearthing a thank you note in addition to finding a product dutifully wrapped? Home run.The survey also confirmed that Millennials and Generation Zers are highly influenced by their social communities. The news is potentially old but worth discussing the stats. The report said, “Those under 30 are much more interested in seeing how others are using the same products than the general population." Thirty-seven percent of respondents falling into the age group said that photos of others wearing the same product would make them more satisfied with their purchase.It’s important to note here that the shopper is in control through this journey and research. She’ll be much more pleased with her purchase upon sourcing her own inspiration rather than being force-fed trends from the retailer they just endorsed. Shoppers are smart today; allow them to show their stuff.
@pantone announced their Color of the Year 2018: Ultra Violet. Nearly 20 months after the musician Prince’s death, fashion is having a purple moment. Varying shades of purple appeared on spring or fall runways, from @christopherkane to @calvinklein. @gucci’s Alessandro Michele bathed his fall runway in ultra violet-colored light at one point. Pantone 18-3838 is meant to “push the boundaries of what inspires us to look upward and outward to the future.” #wwdnews #wwdfashion (📷: @kukukuba)
@badgalriri’s @fentybeauty launch in September was a massive success on social media, powering $72.9 million of earned media value, according to Tribe Dynamics. The brand’s foundation offering sparked conversations about diversity in beauty, launching the growth of emerging influencers and propelling the brand’s support on social media. Today, #fentybeauty won Launch of the Year at the WWD #BeautyIncAwards. (📷: Chema Moya/EPE-EFE)
@marianna_hewitt has become one of the most influential content creators in the beauty space, with almost 800,000 Instagram followers and a newly launched skin care line called @SummerFridays. Today, she was awarded Influencer of the Year at the WWD #BeautyIncAwards. (📸: @sophiachabbott )
As shopping behaviors evolve, the retail experience must follow. Head over to retail experts @colliersinternational’s Knowledge Leader series to read more about the shift in our shopping era. #colliersretail #lovecolliers
@prada opened a pop-up club, called Prada Double Club, in collaboration with German artist Cartsen Höller at @artbasel Miami. Last night, guests – including @youngparis, @ritaora and even Miuccia Prada herself – gathered in a former ice factory where the pop-up is housed for a performance from @wyclefjean. Go to WWD.com for full coverage on all the exhibits, parties and more at #ArtBaselMiami. #wwdeye (📷: @lexieblacklock)
@louboutinworld and @disney are making magic once again, creating a set of shoe designs for the release of “Star Wars: The Last Jedi.” Louboutin designed a pair of shoes for each of the film’s four female leads: Rey (@daisyridrey), Vice Admiral Amilyn Holdo (@lauradern), Captain Phasma (Gwendoline Christie) and Rose Tico (@kellymarietran). The shoes will debut on Saturday at the L.A. premiere of the latest episode. #wwdfashion
Today at the #BeautyIncAwards 2017, WWD will be joined by beauty leaders from around the world as we honor this year's most innovative people, products, brands and places. Follow along here and on Twitter for live coverage from the exclusive event. #wwdsummits (📷: @elizaflorendo)
Exclusive: Beauty superinfluencer @marianna_hewitt is launching her first-ever skin care brand with her business partner @laurengores. Their new line Summer Fridays, which will be sold exclusively at summerfridays.com starting in January, is launching with just one product – a hydrating cream Jet Lag Mask. “We wanted to focus on one product that was amazing,” said Hewitt. Read the full interview on WWD.com. Link in bio. #wwdbeauty #wwdnews
Michelin star-rated chef PJ Calapa marks his first solo endeavor with today’s opening of @scampinyc –– the new Southern Italian restaurant located in Manhattans’ Flatiron District. The upscale yet welcoming environment matches the menu, which includes two types of scampi: traditional Italian langoustines in butter and the Americanized version with shrimp over pasta 🍤 - pictured here. #wwdeye (📷: George Chinsee)