New Look reduces WISMO inquiries by 20%
How the leading UK fashion retailer strengthened customer loyalty through proactive, personalized post-purchase communications.
20%
Fewer WISMO
inquiries
Company
New Look
Industry
Fashion & Luxury
Market
UK & Republic of Ireland
Maintaining engagement and loyalty beyond checkout
New Look, a leading fashion retailer operating in the value segment of clothing and footwear across the UK and Republic of Ireland, aimed to enhance their post-purchase experience to maintain customer engagement and strengthen brand loyalty.
They recognized that timely, relevant communication throughout the purchase journey reduces support team strain while improving customer satisfaction. The retailer needed a post-purchase partner capable of delivering direct, personalized communications with the ability to enable multiple departments, streamline operations, increase efficiency, and enhance transparency.
Proactive communication, personalized recommendations, and branded engagement
parcelLab empowered New Look to take ownership of the post-purchase experience across three key dimensions -- reducing inquiry volume, driving additional revenue, and strengthening long-term customer relationships.
Proactive communication
Customers receive timely, personalized order updates ensuring transparency and reducing WISMO inquiry volume significantly.
Revenue growth
Leveraging purchase behavior data enables tailored product recommendations that drive additional revenue from existing customers.
Brand loyalty
Direct, branded post-purchase communication maintains customer engagement beyond checkout, fostering long-term relationships.
Fewer inquiries, stronger engagement
20%
Reduction in WISMO inquiries
↑
Improved email engagement metrics
↑
Revenue growth through personalized recommendations
“Our partnership with parcelLab will deliver seamless post-purchase interactions that keep our customers happy and engaged throughout their journey.”
Nick Ormerod
Customer & Digital Director, New Look
“This partnership creates a seamless post-purchase experience that reduces inquiries while strengthening customer relationships -- exactly what a modern retail brand needs to stand out.”
Sarah Hollington
Customer Success Manager, parcelLab
Ready to strengthen your post-purchase loyalty?
See how parcelLab helps fashion retailers reduce WISMO, drive repeat purchases, and build lasting customer relationships.