Oct 11
19
Retail guru Mary Portas made her name overhauling the retail industry. She educates retailers on how to improve their customer service and get their businesses booming.
In her latest TV series, Portas takes on a risky venture and releases her own fashion range within London’s House of Fraser.
Throughout the project Portas aims to advocate all the best practice she has learned through 20 years in the business, from expert customer service to smart displays and effective marketing.
Mary Portas understands something fundamental for retailers. Whether you manage a bricks-and-mortar store or an online establishment, customer service is invaluable. Throughout the series, Portas’ focus is heavily centralised on the customer’s experience, demonstrating that a good level of service is the key differentiator for any business. And if Portas’ satisfied customers and thriving revenue are anything to go by, this approach works.
In the latest episode, as the latest dress sold out, it became apparent that replenishment and deliveries are critical to the overall customer experience.
Delivery options - more important than you might think
Postcode Anywhere’s recent survey of UK consumers has confirmed that delivery options are essential for customer service and business revenue. According to the survey, nearly two-thirds of consumers rate timed delivers as important to their online shopping experience. Customers are too busy these days to waste their time waiting for a delivery. Extras such as timed delivery slots can contribute significantly to a customer’s overall experience, giving a company a competitive edge.
So what can we learn from this TV series? That paying attention to the whole customer experience is vital for any successful business. It is important to remember that the customer’s experience doesn’t just finish when the customer leaves your shop or website. It ends when the customer has received their product, and is happy with the experience they have received.
Posted in Ecommerce news by 
