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.
A first look at @virgilabloh’s sneakers for @louisvuitton. Abloh spoke to WWD about his debut collection for Louis Vuitton, creating @kendalljenner’s #metgala outfit and redefining the heritage brand. Read the full story on WWD.com. #wwdfashion 📷: @alfredo_piola)
The world’s largest producer of denim @iskodenim is sharing the strategy behind its product development process. Read our full interview with ISKO’s product development manager Baris Ozden on the company’s extensive research practices, upcoming denim trends and the latest material innovations on WWD.com. #iskodenim
“I genuinely fell in love with water, I fell in love with Fiji, I fell in love with the whole life that we lived for those few months,” says @mrsamclaflin of filming for his new movie “Adrift” with @shailenewoodley. The 31-year-old actor spoke with WWD about his upcoming projects, meeting Jamie Dornan and working with co-star Woodley. #wwdeye (📷: @jamstoker)
3 years ago, fans of the late singer Aaliyah started calling for a collaboration with @maccosmetics. With the strength of social media — including mock ups of products — 25,000 people signed a Change.org petition for a limited-edition collection, and MAC couldn’t ignore the buzz. Tomorrow, MAC will unveil MAC x Aaliyah, a tribute to the singer who passed away nearly 17 years ago. Head to our stories to preview the new collection, which was worked on by Aaliyah’s family and inspired directly by her makeup bag. #wwdbeauty
Artistic director @clarewaightkeller will be dedicating @givenchyofficial’s fall 2018 couture show in Paris on July 1 to house founder Hubert de Givenchy, who passed away in March at age 91. Givenchy said the collection would be “an homage to his iconic creations, technique, and personal lexicon” and a “celebration of his timeless elegance and grace.” Head to WWD.com to read more. #wwdfashion (📷: Delphine Achard)
La Double J made a name for itself with its vintage-inspired prints, but for resort, designer JJ Martin has ventured into new territory: enter rich jewel toned solids and decadent embellishment, in the form of appliqués, crystals and sequins. #wwdfashion #resort19 #ladoublej
This Just In: J. Crew Group has named Johanna Uurasjarvi as its chief design officer.
Uurasjarvi succeeds Somsack Sikhounmuong, who left the company last September. Tap the link in bio for the full report. #wwdnews
“She came into my hotel room and she was like, ‘I have Chanel and Christian Dior.’ She was like, ‘Chanel likes you.’ And I was like, ‘I’m going to start crying,’” breakout star Maddie Hasson tells WWD of her styling sessions Molly Dickson. “I really like classic, elegant things. I love the way Anna Wintour dresses.” Read more about Hasson’s role in @impulseseries on wwd.com. (📸: @jgreenery ) #wwdeye
@virgilabloh revealed he's working with Australian stylist and
Vogue Australia fashion director @christinecentenera for his debut @louisvuitton men's collection, which will be presented in Paris on June 21. Centenera met Abloh while both working with Kanye West, where she consulted on his all his runway collections since his debut spring 2012 women's wear show. Read the full story on WWD.com. #wwdfashion #wwdnews (📷: @asussmanphoto)