New Look, the UK’s feel-good fashion brand for 18–45-year old’s, has teamed up with parcelLab, a global provider of post-purchase customer experience software, to improve the post-purchase experiences of its online customers. The collaboration will enable New Look to offer proactive messaging and personalised communications to customers from purchase to delivery and beyond.
By investing further in the post-purchase experience, New Look aims to enhance its relationship with each individual customer, providing greater transparency and personalised communications. The fashion brand will use parcelLab’s technology to undertake direct communications with customers, providing important updates on the status of their orders and making personalised recommendations for additional items based on previous purchase behaviour.
Nick Ormerod, Director of Ecommerce at New Look, stated that the partnership with parcelLab will help the company provide seamless post-purchase interactions, keeping customers happy and engaged. Timely and relevant communication with customers at this stage of the purchase journey reduces the pressure on internal teams, enabling them to respond more quickly to any issues and providing a better customer experience. This, in turn, positions New Look to drive greater loyalty and repeat purchases.
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Tobias Buxhoidt, CEO and Co-Founder at parcelLab, expressed delight in working with New Look, a forward-thinking brand that is committed to providing the best possible experiences to its customers. With the retail industry going through a critical time, it is more important than ever for brands to make every interaction with customers meaningful and relevant, with the post-purchase experience being a crucial part of this. Buxhoidt looked forward to supporting New Look in providing customers with clear and proactive communications that are essential to unlocking loyalty and enabling business growth.
New Look’s decision to partner with parcelLab demonstrates its commitment to customer-centric fashion. With the support of parcelLab, the fashion brand seeks to enhance the customer experience by offering greater transparency and more personalised communications. Through this, New Look aims to drive loyalty and repeat purchases while delivering a better customer experience.
