The Dorothy Perkins Customer Experience

CUSTOMEREXPERIENCE

Follow us @PeopleVoxwww.peoplevox.co.uk

THE

DOROTHY PERKINS(omni-channel)

https://twitter.com/PeopleVox

http://www.peoplevox.co.uk


2

As part of our

www.peoplevox.co.uk Follow us @PeopleVox




3

eCommerce Customer Experience Challenge





4

we’ve been testing retailers including Amazon, Foyles,

and ASOSFollow us @PeopleVoxwww.peoplevox.co.uk




5Follow us @PeopleVoxwww.peoplevox.co.uk

Which you can view here




http://www.peoplevox.co.uk/the-asos-customer-experience/

http://www.peoplevox.co.uk/the-asos-customer-experience/

http://www.peoplevox.co.uk/the-foyles-customer-experience/

http://www.peoplevox.co.uk/the-foyles-customer-experience/

6

So, next we tested the customer experience at...






DOROTHY PERKINS




8

...going down the omni-channel route.





9

It all started with the typical English weather...






...and a need for some waterproof shoes.




11

Truth be told...





12

...Dorothy Perkins was not my first choice.






I tried many retailers...





...but didn’t find what I wanted




15

(Which may say more about my picky taste than the

actual retailers)






So I used my desktop to search DP’s website





Great filters





Clear product view




19

And, before long, I found a pair of boots I liked the look

of...





21

Even better, they were onSALE!






Awesome!




23

The only snag was my reluctance to order shoes

online...





24

...because it’s often such a gamble with the size.





25

So I headed to my nearest store!





26

I found the boots I’d seen online in my size...





27

...tried them on, and they fit like...a glove.





28

The snag?






The sale didn’t extend to the store; it was only

available online - and it ended at midnight!




30

I didn’t want to risk my size not being available online

before I got home...





31

...so I decided to order them on my mobile while in store.






To be honest, the

mobile website was a little slow to load...





...but the layout was tidy and I found my

boots quickly.





Checkout process - quick & simple





Clear delivery options, with costs shown rather than hidden until

later.




36

For convenience, I chose to collect from a store.






And here were the stores

nearest to my work.





I could then choose how

soon I wanted my order.




39

After filling out all my details and clicking ‘Buy’...





40

...my order was placed and my inbox was already

pinging.Follow us @PeopleVoxwww.peoplevox.co.uk





Clear, simple update.





I’ll get 2 more emails:

one to let me know my order has

been despatched;

another to tell me when I

can pick it up in store.




43

And so I wait for my next email update...





44

...which comes through on 12/10/15






My order has been despatched,

and now I just have to hang tight for the next email.




47

And the ‘ready to collect’ email follows on 13/10/15






Summary of my order.





Info about how to collect my package.





Including a handy map

showing where the

store is located.




52

All that’s left is to head on down to Wallis to pick up

my package...






This was my little

paperwork pack...





Despatch note





Offer inserts





Returns labels




58

The process was mostly flawless from start to finish...






Found boots online -

07/10/15

Tried boots on in store - 08/10/15

Ordered boots on mobile - 08/10/15

Order despatched -

12/10/15

Order ready for collection -

13/10/15

The omni-channel process summary

Order picked up from store -

13/10/15




60

The only problem I could think of...






➔ Mobile site could use a little tweaking.

Negatives




62

The positives, however...






➔ Clean, tidy online site for both desktop and mobile.

Positives






➔ Simple checkout process.

Positives







➔ Suitable delivery options.

Positives







➔ Suitable delivery options.

➔ Just enough email updates.

Positives




67

The result?





68

In the age where omni-channel eCommerce is

becoming popular...





69

...Dorothy Perkins excel at providing a streamlined customer experience.





Burdened by traditional warehousing systems, many eCommerce companies battle with order fulfilment. They struggle to scale at peak and to track warehouse stock.

Peoplevox provides the only warehouse management software for eCommerce. Our clients’ customers view live to-the-second inventory and receive 100% order accuracy.

Want to learn how you can improve your eCommerce fulfilment?Arrange a call with one of our specialists today.

ABOUT PEOPLEVOX

ARRANGE A CALL

Follow us @PeopleVoxwww.peoplevox.co.uk 70

http://www.peoplevox.co.uk/warehouse-management-software/

http://go.peoplevox.co.uk/arrange-a-call-with-a-specialist

http://go.peoplevox.co.uk/arrange-a-call-with-a-specialist





+44 1923 606 [email protected] 71




The Dorothy Perkins Customer Experience

Software

Transcript of The Dorothy Perkins Customer Experience