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.
As one of the most recognizable models in the world, Christy Turlington Burns has an insider’s view of the fashion industry and the allegations of sexual harassment swirling around it. “I can say that harassment and mistreatment have always been widely known and tolerated in the industry. The industry is surrounded by predators who thrive on the constant rejection and loneliness so many of us have experiences at some point in our careers,” Turlington told WWD, along with her suggestions for how the modeling world should protect younger women and men. Read more on WWD.com. Link in bio. (📷: Tony Palmieri) #wwdnews
@asics America has tapped a new brand ambassador: famed DJ/record producer @steveaoki. This initiative is intended to set the tone for the new brand identity and philosophy and will include partnerships with influencers and in-store and off-line activations that will continue into next year. This is Asics’ most significant marketing effort in two decades, and is expected to attract younger consumers to the brand. #wwdfashion
24-year-old Jean Prounis is redefining the rules of jewelry. Formerly a studio assistant to Jemima Kirke and a design apprentice at Ghuran, she focuses on handcrafted subtleties and ancient goldsmithing techniques. “There was a really sterile feel in the environment and I wanted to have jewelry with character that shapes how you wear it everyday,” Prounis said. Each piece is hand made in New York, either by Prounis or three other jewelers in the district. #wwdfashion
“These collections continue to build on that vision, empowering differently abled adults to express themselves through fashion,” said @tommyhilfiger of his line of adaptive apparel, which launches today. The line consists of 37 men’s and 34 women’s styles based upon the pieces from the spring Tommy Hilfiger sportswear collection. #wwdnews
“Stranger Things” is getting a new cast member for season 2. Meet @sadiesink_, the 15-year-old who will be joining the Netflix series for its new season. You may recognize her from “The Glass Castle” with Brie Larson and Woody Harrelson, but the Texas native’s next role goes in an entirely different direction. She describes her character, Max, as “a rough and tumble skater girl [who] becomes friends with the boys at school.” The second season debuts on October 27. (📷: @jgreenery) #wwdeye
Amid the Harvey Weinstein controversy, there’s another sector that’s being put under the spotlight for sexual abuse: the modeling industry. While rumors about abuse and sexual harassment of female and male models — and the photographers, agents and others who perpetrated it — have circulated within the fashion world for years, model @cameronrussell started posting stories from models on Instagram last week about abusive situations they’ve encountered — from sexual harassment and molestation to attempted rape. Over 75 have weighed in so far. Read more on WWD.com. Link in bio. #wwdnews
To celebrate its 16th anniversary, @dylanscandybar tapped designers and celebrities to create mosaics out of candy. The mosaics will be auctioned off to support the philanthropic cause of each participant’s choice. Pictured here is the mural created by @aliceandolivia's Stacey Bendet. For a first look at some of the other artwork being unveiled tonight, go to WWD.com. #wwdeye
The annual Veuve Clicquot Polo Classic in Pacific Palisades this weekend drew Kate Hudson, Tracee Ellis Ross, Laura Dern and more. See pictures of the star-studded event on WWD.com. (📷: @chelsealaurenla) #wwdeye
In his new book “Hollywood Royale,” Andy Warhol’s Protégé Matthew Rolston celebrates the Eighties revival of Hollywood glamour. Featuring more than 100 portraits taken by Rolston from 1977 to 1993, the book contains photos of icons like Michael Jackson, Cyndi Lauper, and @drewbarrymore, pictured here in 1991. “Hollywood Royale,” out today, will be accompanied by an exhibition opening at Los Angeles’ Fahey/Klein Gallery on March 1. #wwdeye