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The Dorothy Perkins Customer Experience

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Continuing our Customer Experience Challenge. we placed an order with Dorothy Perkins to test their omni-channel customer experience. See how they fared here...

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The Dorothy Perkins Customer Experience

  1. 1. CUSTOMER EXPERIENCE Follow us @PeopleVoxwww.peoplevox.co.uk THE DOROTHY PERKINS (omni-channel)
  2. 2. 2 As part of our www.peoplevox.co.uk Follow us @PeopleVox
  3. 3. 3 eCommerce Customer Experience Challenge Follow us @PeopleVoxwww.peoplevox.co.uk
  4. 4. 4 we’ve been testing retailers including Amazon, Foyles, and ASOS Follow us @PeopleVoxwww.peoplevox.co.uk
  5. 5. 5 Follow us @PeopleVoxwww.peoplevox.co.uk Which you can view here
  6. 6. 6 So, next we tested the customer experience at... www.peoplevox.co.uk Follow us @PeopleVox
  7. 7. 7 Follow us @PeopleVoxwww.peoplevox.co.uk DOROTHY PERKINS
  8. 8. 8 ...going down the omni- channel route. Follow us @PeopleVoxwww.peoplevox.co.uk
  9. 9. 9 It all started with the typical English weather... Follow us @PeopleVoxwww.peoplevox.co.uk
  10. 10. 10 Follow us @PeopleVoxwww.peoplevox.co.uk ...and a need for some waterproof shoes.
  11. 11. 11 Truth be told... www.peoplevox.co.uk Follow us @PeopleVox
  12. 12. 12 ...Dorothy Perkins was not my first choice. Follow us @PeopleVoxwww.peoplevox.co.uk
  13. 13. 13 Follow us @PeopleVoxwww.peoplevox.co.uk I tried many retailers...
  14. 14. 14 Follow us @PeopleVoxwww.peoplevox.co.uk ...but didn’t find what I wanted
  15. 15. 15 (Which may say more about my picky taste than the actual retailers) Follow us @PeopleVoxwww.peoplevox.co.uk
  16. 16. 16 Follow us @PeopleVoxwww.peoplevox.co.uk So I used my desktop to search DP’s website
  17. 17. 17 Follow us @PeopleVoxwww.peoplevox.co.uk Great filters
  18. 18. 18 Follow us @PeopleVoxwww.peoplevox.co.uk Clear product view
  19. 19. 19 And, before long, I found a pair of boots I liked the look of... Follow us @PeopleVoxwww.peoplevox.co.uk
  20. 20. 20 Follow us @PeopleVoxwww.peoplevox.co.uk
  21. 21. 21 Even better, they were on SALE! Follow us @PeopleVoxwww.peoplevox.co.uk
  22. 22. 22 Follow us @PeopleVoxwww.peoplevox.co.uk Awesome!
  23. 23. 23 The only snag was my reluctance to order shoes online... www.peoplevox.co.uk Follow us @PeopleVox
  24. 24. 24 ...because it’s often such a gamble with the size. Follow us @PeopleVoxwww.peoplevox.co.uk
  25. 25. 25 So I headed to my nearest store! Follow us @PeopleVoxwww.peoplevox.co.uk
  26. 26. 26 I found the boots I’d seen online in my size... www.peoplevox.co.uk Follow us @PeopleVox
  27. 27. 27 ...tried them on, and they fit like...a glove. Follow us @PeopleVoxwww.peoplevox.co.uk
  28. 28. 28 The snag? Follow us @PeopleVoxwww.peoplevox.co.uk
  29. 29. 29 Follow us @PeopleVoxwww.peoplevox.co.uk The sale didn’t extend to the store; it was only available online - and it ended at midnight!
  30. 30. 30 I didn’t want to risk my size not being available online before I got home... www.peoplevox.co.uk Follow us @PeopleVox
  31. 31. 31 ...so I decided to order them on my mobile while in store. Follow us @PeopleVoxwww.peoplevox.co.uk
  32. 32. 32 Follow us @PeopleVoxwww.peoplevox.co.uk To be honest, the mobile website was a little slow to load...
  33. 33. 33 Follow us @PeopleVoxwww.peoplevox.co.uk ...but the layout was tidy and I found my boots quickly.
  34. 34. 34 Follow us @PeopleVoxwww.peoplevox.co.uk Checkout process - quick & simple
  35. 35. 35 Follow us @PeopleVoxwww.peoplevox.co.uk Clear delivery options, with costs shown rather than hidden until later.
  36. 36. 36 For convenience, I chose to collect from a store. Follow us @PeopleVoxwww.peoplevox.co.uk
  37. 37. 37 Follow us @PeopleVoxwww.peoplevox.co.uk And here were the stores nearest to my work.
  38. 38. 38 Follow us @PeopleVoxwww.peoplevox.co.uk I could then choose how soon I wanted my order.
  39. 39. 39 After filling out all my details and clicking ‘Buy’... www.peoplevox.co.uk Follow us @PeopleVox
  40. 40. 40 ...my order was placed and my inbox was already pinging. Follow us @PeopleVoxwww.peoplevox.co.uk
  41. 41. 41 Follow us @PeopleVoxwww.peoplevox.co.uk Clear, simple update.
  42. 42. 42 Follow us @PeopleVoxwww.peoplevox.co.uk 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. 43. 43 And so I wait for my next email update... Follow us @PeopleVoxwww.peoplevox.co.uk
  44. 44. 44 ...which comes through on 12/10/15 Follow us @PeopleVoxwww.peoplevox.co.uk
  45. 45. 45 Follow us @PeopleVoxwww.peoplevox.co.uk
  46. 46. 46 Follow us @PeopleVoxwww.peoplevox.co.uk My order has been despatched, and now I just have to hang tight for the next email.
  47. 47. 47 And the ‘ready to collect’ email follows on 13/10/15 Follow us @PeopleVoxwww.peoplevox.co.uk
  48. 48. 48 Follow us @PeopleVoxwww.peoplevox.co.uk
  49. 49. 49 Follow us @PeopleVoxwww.peoplevox.co.uk Summary of my order.
  50. 50. 50 Follow us @PeopleVoxwww.peoplevox.co.uk Info about how to collect my package.
  51. 51. 51 Follow us @PeopleVoxwww.peoplevox.co.uk Including a handy map showing where the store is located.
  52. 52. 52 All that’s left is to head on down to Wallis to pick up my package... Follow us @PeopleVoxwww.peoplevox.co.uk
  53. 53. 53 Follow us @PeopleVoxwww.peoplevox.co.uk
  54. 54. 54 Follow us @PeopleVoxwww.peoplevox.co.uk This was my little paperwork pack...
  55. 55. 55 Follow us @PeopleVoxwww.peoplevox.co.uk Despatch note
  56. 56. 56 Follow us @PeopleVoxwww.peoplevox.co.uk Offer inserts
  57. 57. 57 Follow us @PeopleVoxwww.peoplevox.co.uk Returns labels
  58. 58. 58 The process was mostly flawless from start to finish... Follow us @PeopleVoxwww.peoplevox.co.uk
  59. 59. 59 Follow us @PeopleVoxwww.peoplevox.co.uk 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. 60. 60 The only problem I could think of... Follow us @PeopleVoxwww.peoplevox.co.uk
  61. 61. 61 Follow us @PeopleVoxwww.peoplevox.co.uk ➔ Mobile site could use a little tweaking. Negatives
  62. 62. 62 The positives, however... Follow us @PeopleVoxwww.peoplevox.co.uk
  63. 63. 63 Follow us @PeopleVoxwww.peoplevox.co.uk ➔ Clean, tidy online site for both desktop and mobile. Positives
  64. 64. 64 Follow us @PeopleVoxwww.peoplevox.co.uk ➔ Clean, tidy online site for both desktop and mobile. ➔ Simple checkout process. Positives
  65. 65. 65 Follow us @PeopleVoxwww.peoplevox.co.uk ➔ Clean, tidy online site for both desktop and mobile. ➔ Simple checkout process. ➔ Suitable delivery options. Positives
  66. 66. 66 Follow us @PeopleVoxwww.peoplevox.co.uk ➔ Clean, tidy online site for both desktop and mobile. ➔ Simple checkout process. ➔ Suitable delivery options. ➔ Just enough email updates. Positives
  67. 67. 67 The result? Follow us @PeopleVoxwww.peoplevox.co.uk
  68. 68. 68 In the age where omni- channel eCommerce is becoming popular... www.peoplevox.co.uk Follow us @PeopleVox
  69. 69. 69 ...Dorothy Perkins excel at providing a streamlined customer experience. Follow us @PeopleVoxwww.peoplevox.co.uk
  70. 70. 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
  71. 71. Follow us @PeopleVoxwww.peoplevox.co.uk +44 1923 606 660 sales@peoplevox.co.uk 71

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