Download - The Dorothy Perkins Customer Experience
![Page 1: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/1.jpg)
CUSTOMEREXPERIENCE
Follow us @PeopleVoxwww.peoplevox.co.uk
THE
DOROTHY PERKINS(omni-channel)
![Page 2: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/2.jpg)
2
As part of our
www.peoplevox.co.uk Follow us @PeopleVox
![Page 3: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/3.jpg)
3
eCommerce Customer Experience Challenge
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 4: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/4.jpg)
4
we’ve been testing retailers including Amazon, Foyles,
and ASOSFollow us @PeopleVoxwww.peoplevox.co.uk
![Page 5: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/5.jpg)
5Follow us @PeopleVoxwww.peoplevox.co.uk
Which you can view here
![Page 6: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/6.jpg)
6
So, next we tested the customer experience at...
www.peoplevox.co.uk Follow us @PeopleVox
![Page 7: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/7.jpg)
7Follow us @PeopleVoxwww.peoplevox.co.uk
DOROTHY PERKINS
![Page 8: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/8.jpg)
8
...going down the omni-channel route.
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 9: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/9.jpg)
9
It all started with the typical English weather...
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 10: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/10.jpg)
10Follow us @PeopleVoxwww.peoplevox.co.uk
...and a need for some waterproof shoes.
![Page 11: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/11.jpg)
11
Truth be told...
www.peoplevox.co.uk Follow us @PeopleVox
![Page 12: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/12.jpg)
12
...Dorothy Perkins was not my first choice.
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 13: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/13.jpg)
13Follow us @PeopleVoxwww.peoplevox.co.uk
I tried many retailers...
![Page 14: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/14.jpg)
14Follow us @PeopleVoxwww.peoplevox.co.uk
...but didn’t find what I wanted
![Page 15: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/15.jpg)
15
(Which may say more about my picky taste than the
actual retailers)
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 16: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/16.jpg)
16Follow us @PeopleVoxwww.peoplevox.co.uk
So I used my desktop to search DP’s website
![Page 17: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/17.jpg)
17Follow us @PeopleVoxwww.peoplevox.co.uk
Great filters
![Page 18: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/18.jpg)
18Follow us @PeopleVoxwww.peoplevox.co.uk
Clear product view
![Page 19: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/19.jpg)
19
And, before long, I found a pair of boots I liked the look
of...
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 20: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/20.jpg)
20Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 21: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/21.jpg)
21
Even better, they were onSALE!
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 22: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/22.jpg)
22Follow us @PeopleVoxwww.peoplevox.co.uk
Awesome!
![Page 23: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/23.jpg)
23
The only snag was my reluctance to order shoes
online...
www.peoplevox.co.uk Follow us @PeopleVox
![Page 24: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/24.jpg)
24
...because it’s often such a gamble with the size.
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 25: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/25.jpg)
25
So I headed to my nearest store!
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 26: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/26.jpg)
26
I found the boots I’d seen online in my size...
www.peoplevox.co.uk Follow us @PeopleVox
![Page 27: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/27.jpg)
27
...tried them on, and they fit like...a glove.
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 28: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/28.jpg)
28
The snag?
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 29: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/29.jpg)
29Follow us @PeopleVoxwww.peoplevox.co.uk
The sale didn’t extend to the store; it was only
available online - and it ended at midnight!
![Page 30: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/30.jpg)
30
I didn’t want to risk my size not being available online
before I got home...
www.peoplevox.co.uk Follow us @PeopleVox
![Page 31: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/31.jpg)
31
...so I decided to order them on my mobile while in store.
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 32: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/32.jpg)
32Follow us @PeopleVoxwww.peoplevox.co.uk
To be honest, the
mobile website was a little slow to load...
![Page 33: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/33.jpg)
33Follow us @PeopleVoxwww.peoplevox.co.uk
...but the layout was tidy and I found my
boots quickly.
![Page 34: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/34.jpg)
34Follow us @PeopleVoxwww.peoplevox.co.uk
Checkout process - quick & simple
![Page 35: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/35.jpg)
35Follow us @PeopleVoxwww.peoplevox.co.uk
Clear delivery options, with costs shown rather than hidden until
later.
![Page 36: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/36.jpg)
36
For convenience, I chose to collect from a store.
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 37: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/37.jpg)
37Follow us @PeopleVoxwww.peoplevox.co.uk
And here were the stores
nearest to my work.
![Page 38: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/38.jpg)
38Follow us @PeopleVoxwww.peoplevox.co.uk
I could then choose how
soon I wanted my order.
![Page 39: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/39.jpg)
39
After filling out all my details and clicking ‘Buy’...
www.peoplevox.co.uk Follow us @PeopleVox
![Page 40: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/40.jpg)
40
...my order was placed and my inbox was already
pinging.Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 41: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/41.jpg)
41Follow us @PeopleVoxwww.peoplevox.co.uk
Clear, simple update.
![Page 42: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/42.jpg)
42Follow 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.
![Page 43: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/43.jpg)
43
And so I wait for my next email update...
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 44: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/44.jpg)
44
...which comes through on 12/10/15
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 45: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/45.jpg)
45Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 46: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/46.jpg)
46Follow us @PeopleVoxwww.peoplevox.co.uk
My order has been despatched,
and now I just have to hang tight for the next email.
![Page 47: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/47.jpg)
47
And the ‘ready to collect’ email follows on 13/10/15
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 48: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/48.jpg)
48Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 49: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/49.jpg)
49Follow us @PeopleVoxwww.peoplevox.co.uk
Summary of my order.
![Page 50: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/50.jpg)
50Follow us @PeopleVoxwww.peoplevox.co.uk
Info about how to collect my package.
![Page 51: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/51.jpg)
51Follow us @PeopleVoxwww.peoplevox.co.uk
Including a handy map
showing where the
store is located.
![Page 52: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/52.jpg)
52
All that’s left is to head on down to Wallis to pick up
my package...
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 53: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/53.jpg)
53Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 54: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/54.jpg)
54Follow us @PeopleVoxwww.peoplevox.co.uk
This was my little
paperwork pack...
![Page 55: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/55.jpg)
55Follow us @PeopleVoxwww.peoplevox.co.uk
Despatch note
![Page 56: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/56.jpg)
56Follow us @PeopleVoxwww.peoplevox.co.uk
Offer inserts
![Page 57: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/57.jpg)
57Follow us @PeopleVoxwww.peoplevox.co.uk
Returns labels
![Page 58: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/58.jpg)
58
The process was mostly flawless from start to finish...
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 59: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/59.jpg)
59Follow 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
![Page 60: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/60.jpg)
60
The only problem I could think of...
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 61: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/61.jpg)
61Follow us @PeopleVoxwww.peoplevox.co.uk
➔ Mobile site could use a little tweaking.
Negatives
![Page 62: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/62.jpg)
62
The positives, however...
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 63: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/63.jpg)
63Follow us @PeopleVoxwww.peoplevox.co.uk
➔ Clean, tidy online site for both desktop and mobile.
Positives
![Page 64: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/64.jpg)
64Follow us @PeopleVoxwww.peoplevox.co.uk
➔ Clean, tidy online site for both desktop and mobile.
➔ Simple checkout process.
Positives
![Page 65: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/65.jpg)
65Follow us @PeopleVoxwww.peoplevox.co.uk
➔ Clean, tidy online site for both desktop and mobile.
➔ Simple checkout process.
➔ Suitable delivery options.
Positives
![Page 66: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/66.jpg)
66Follow 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
![Page 67: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/67.jpg)
67
The result?
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 68: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/68.jpg)
68
In the age where omni-channel eCommerce is
becoming popular...
www.peoplevox.co.uk Follow us @PeopleVox
![Page 69: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/69.jpg)
69
...Dorothy Perkins excel at providing a streamlined customer experience.
Follow us @PeopleVoxwww.peoplevox.co.uk
![Page 70: The Dorothy Perkins Customer Experience](https://reader034.vdocuments.site/reader034/viewer/2022052606/587e8cdc1a28ab672b8b4e65/html5/thumbnails/70.jpg)
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