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New Look integrates parcelLab platform to bolster post-purchase customer experience and drive loyalty



Published on: February 15, 2023

Updated: August 25, 2023


parcelLab will enable New Look to provide direct and personalised communications to online customers


London (16 February 2023): New Look, the UK’s leading feel-good fashion brand for 18–45-year old’s, has partnered with parcelLab, the premier global provider of post-purchase customer experience software, to enhance the post-purchase experiences for its online customers. The partnership will enable New Look to provide proactive messaging and personalised communications from purchase to delivery, and beyond.

New Look’s decision to invest further in the post-purchase experience is part of a wider drive to continue leading in customer-centric fashion. With the support of parcelLab, New Look will be enhancing the relationship with each individual customer by providing greater transparency and more personalised communications.

Leveraging parcelLab’s technology for post-purchase experience, New Look will be able to undertake direct communications with customers, including important information updates on the status of their orders. It will also enable the fashion brand to make personalised and relevant recommendations to shoppers on additional items they may be interested in based on previous purchase behaviour, supporting the brand’s growth aspirations.

Nick Ormerod, Director of Ecommerce, at New Look commented:

As a company, we always strive to cultivate the best possible experiences for fashion lovers, whether in store or online. Thepartnership with parcelLabwillhelp us to provide seamless post-purchase interactions that keep customers happy and engaged. Having timely and relevant communication with our customers at this important stage of the purchase journey not only reduces thepressure on our teams internally -meaning that when an issue does arise, they can provide faster responses -but it means we are well positioned to drive greater loyalty and repeat purchases.

Tobias Buxhoidt, CEO and Co-Founder at parcelLab, commented:

We’re delighted to be working with such a forward-thinking brand as New Look, helping them to continue providing the best possible experiences to their customers.At this critical time for the retail industry, it’s more important than ever that brands make each interaction with customers meaningful and relevant – and the post purchase experience is a crucial part of this. We look forward to supporting New Look in providing customers with clear and proactive communications that are key to unlocking loyalty and enabling business growth.

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