Descubriendo los secretos de las empresas DTC exitosas

The beauty and wellness industry has undergone a significant transformation in recent years, with the rise of direct-to-consumer (DTC) and digital-native vertical brands (DNVBs).

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These innovative brands have disrupted the traditional retail model by offering customers a seamless, omnichannel experience that blends online and offline shopping.

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From in-store appointments to online ordering and home delivery, these DNVBs are leading the charge in the beauty and wellness retail space.

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In this article, we'll be highlighting five exceptional omnichannel strategies from DNVBs that have successfully entered into retail. From ethical and sustainable practices to unique and personalised shopping experiences, these e-commerce brands are setting the bar for the future of retail.

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Oh my Cream!

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Oh My Cream! is a brand that has truly succeeded in its retail journey, starting as a beauty advice blog in 2013, evolving into a multi-brand e-shop and now a reputable brand in its own right.

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The company has established itself as a reference in the "clean-beauty" industry, offering consumers safe and effective products that prioritise their health and well-being.

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From the very beginning, Oh My Cream! embraced the omnichannel principle, recognising that consumers are becoming increasingly savvy and expect a seamless shopping experience across all channels.

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The brand prides itself on creating strong, personal connections with its customers, and its brick-and-mortar stores provide the perfect opportunity to do just that.

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In 2014, Oh My Cream! opened its first shop in the heart of Paris, and it's been expanding ever since.

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Today, the company operates 22 shops in France and two in London, all dedicated to its skincare brand, Oh My Cream Skincare, launched in 2017 and now accounts for nearly 20% of its sales.

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Additionally, the brand has recently added a make-up line to its offerings, solidifying its position as a one-stop shop for clean-beauty.

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At the core of Oh My Cream!'s retail strategy are two keywords: clean products and expertise.

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The brand's knowledgeable advisers are trained in-store to provide expert advice and support, while online, the brand offers a wealth of editorial content, advice, and inspiration through its e-magazine.

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The personal shopper questionnaire is a particularly innovative touch, helping customers determine their specific skincare needs and providing personalised recommendations.

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In conclusion, Oh My Cream! has succeeded in becoming a leading clean-beauty retailer, thanks to its commitment to expert advice, clean products, and a seamless customer experience thanks to a successful omnichannel strategy.

Unbottled

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Unbottled is a French solid cosmetics brand that has successfully taken its retail strategy to the next level.

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Just one year after joining Sephora's 900 European shops, the brand opened its first standalone store in November 2022.

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The new Parisian store dubbed the "Temple of the Solid," is a testament to Unbottled's commitment to sustainable and waste-free beauty products.

Studies show that 82% of consumers prefer to buy from brands that share their values, and Unbottled is taking advantage of this trend.

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The brand's anti-plastic and zero-waste message is written on the walls of its new store, with slogans like "bye-bye plastic," "No more shady products in the shower," and the hashtag #dropthebottle serving as a reminder of the brand's commitments.

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This messaging is visible from the street, making it easier for customers to understand Unbottled's stance on sustainability.

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In addition to its clear messaging, Unbottled has also used only sustainable materials to build its new store, and the brand regularly communicates about its environmental commitments to customers.

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For instance, the sink in the store is not made from marble, but from recycled plastic, a fun and impactful detail that showcases Unbottled's commitment to sustainability.

Customer experience and feedback are also integral to Unbottled's retail strategy.

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The brand displays customers reviews in-store, just as it published user generated content on its e-commerce site, to provide reassurance and build trust with its customers.

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Unbottled's new store is a testament to the brand's commitment to sustainability and its desire to create an immersive and impactful shopping experience for its customers.

Si Si La Paillette

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Si Si La Paillette, the Parisian sustainable brand of plant-based glitter, has been on a mission to make partying and make-up more eco-responsible since its creation in 2020.

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With the values of ecology, inclusiveness, and celebration at its core, the brand has quickly made a name for itself in the beauty industry.

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Initially, the brand relied on online sales through its website and network retailers in France.

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The digital channel has proven successful, accounting for 60% of the brand's 2021 turnover. The brand now boasts a network of around 400 resellers.

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However, after just 6 months of activity, Si Si La Paillette decided to take the next step and opened its boutique, affectionately known as the "Glitter Bar."

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This physical space allows the brand to not only sell its products but also to develop its brand universe and bring its community together through events and workshops.

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The "Glitter Bar" also acts as a laboratory of sorts, where customers can leave suggestions in a small suggestion box.

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The brand has even opened a second-hand shop for glitter clothing, further solidifying its commitment to sustainability.

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The shop now accounts for 15% of the young company's turnover, proving that a brick-and-mortar presence can be just as successful as online sales.

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Baraboucle

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Baraboucle has been changing the game for curly hair since its creation in 2017.

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With a mission to cater to curly hair's needs, which had long been ignored in the hair industry, Morgane Brisson launched Baraboucle with a successful crowdfunding campaign.

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The brand offers a range of #CurlsFriendly, #SulfateFree, #SiliconeFree and #CrueltyFree products, catering to the needs of all curly haired individuals.

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Starting with an online marketplace, Baraboucle quickly grew to include ephemeral salons before finally opening its first permanent Bar à Boucle in the heart of Paris in January 2020.

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The salon is a hub for curly haired individuals, offering appointments that open every first of the month for the following month, giving everyone a chance to get their curls tamed and refreshed.

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Baraboucle is not just about pampering curls, it is also about being a responsible brand. The brand is part of the French association Coiffeurs Justes, which is committed to sustainable actions in the hair industry.

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All the hair cut in the salon is recycled and used as oil filters in ports, rivers, or during oil spills in the oceans.

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The brand has taken its commitment to sustainability even further by partnering with Terracycle to offer a recycling station for skincare and shampoo bottles.

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Each material is cleaned, processed, and transformed into granules or powder to make shipping pallets, watering cans, containers, and more.

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And to incentivise customers, Baraboucle offers a 10% discount at the checkout for every three recycled Baraboucle products!

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In conclusion, Baraboucle has successfully gone retail, offering a unique and personalized experience to its customers while also being a responsible brand.

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With its commitment to sustainability, Baraboucle is not just a place to get your curls tamed, it is a place to feel good about your hair and the planet!

Avril Cosmétiques

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Avril Cosmetique, born in the North of France in 2012, was founded by Alexis Dhellemmes with the aim of making organic cosmetology accessible to as many people as possible and to fight against over-packaging.

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Initially, the brand relied solely on online sales and word-of-mouth and social networks to build their reputation.

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However, after receiving feedback from customers who felt that buying this type of product online did not offer the possibility of testing it before going to the checkout, the brand opened its first shop in Lille in 2016.

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This turned out to be a great success, and ten years later, Avril has more than 45 points of sale throughout France.

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One of the key factors in Avril Cosmetique's success in going retail was their ability to translate their values into their brick-and-mortar stores.

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The reduction of packaging has become a source of constant innovation for the brand, and they are developing a range of micellar water tablets.

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Avril is also behind a reforestation program and has been financing the installation of windmills and photovoltaic panels since 2019, with their shops powered by green electricity.

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They are also developing zero waste products.

In terms of customer experience, each Avril shop is unique, expressing the essence of the brand through the singular eyes of a local architect.

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The brand is dedicated to offering a truly unique and memorable shopping experience, all while respecting the values that Avril holds dear, such as sustainability and reducing waste.

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Overall, Avril Cosmetique has successfully combined the benefits of online and brick-and-mortar shopping to create a retail experience that is both accessible and respectful of the environment.

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By staying true to their values, they have built a thriving retail business that continues to grow and inspire.

Have you considered expanding to the French e-commerce market? France is a rapidly growing market with a booming e-commerce industry. The French e-commerce market is one of the largest in Europe and has shown remarkable growth in recent years. Research shows the e-commerce market in France was valued at approximately $114 billion in 2020 and is expected to almost double to $203 billion by 2026, according to expert predictions

With an increasing number of French consumers turning to online shopping for their favourite products, this is an ideal time for your D2C brand to expand into this thriving market. Expanding your reach to an international market can provide countless benefits for your business, including increased growth and revenue opportunities. Before you start selling to these customers, you may wonder if it's a good idea to enter the French market and begin serving customers across France.

The benefits of selling to French consumers

From accessing a large consumer base to building a solid reputation, expanding your business to France give you the opportunity to:

A. Easily connect with an international market

Expanding your e-commerce brand to France opens the doors to a new market of potential customers. With an estimated 66 million people living in France, you can tap into a large consumer base with diverse needs and interests.

Launching in France also allows you to reach French-speaking customers in other countries, such as Canada and Belgium, giving you access to even more potential customers. For example, The Hut Group, a UK-based online beauty, health, and wellness retailer, has successfully expanded to France and can now reach a broader range of customers.

B. Boost sales revenue

With more than 41.6 million French people buying online, entering the French market can significantly increase your sales revenue. France has a strong economy and is home to many affluent consumers, making it an attractive market for e-commerce brands..

By launching your e-commerce brand in France, you can take advantage of this growth and increase your revenue potential. For example, Koio, a New York-based luxury sneaker brand, has experienced significant sales growth after launching in France and tapping into a new market.

C. Build a solid reputation in a new country

Establishing your brand in France can also help you build a solid reputation in a new country. Building a strong reputation takes time and effort, but it can lead to increased brand recognition and customer loyalty once established. This can be especially important for small e-commerce brands looking to establish themselves in a new market. For example, Skinnydip, a UK-based fashion and accessories brand, has built a strong reputation in France by offering high-quality products and exceptional customer service.

These e-commerce brands have successfully launched in France and are now reaping the benefits of tapping into a new market, boosting their sales revenue, and building a strong reputation in a new country. By following in their footsteps, you too can experience the many benefits of launching your e-commerce brand in France.

What to consider before launching your e-commerce in France

A. What do French consumers care about most?

French consumers are increasingly concerned with the environmental impact of their e-commerce purchases, particularly with regard to packaging and shipping methods. With 77% of the French population willing to switch from a brand whose production methods harm the environment, e-commerce businesses must implement sustainable logistics practices. Utilising recycled and recyclable packaging, eco-friendly carriers, and reducing over-packaging can attract and retain eco-conscious consumers. By highlighting these efforts on your website, you can appeal to the values and priorities of your French customers.

B. Will you ship from abroad or from France?

Regarding delivery preferences, French shoppers prioritise predictability and choice over speed. This sentiment reflects a broader idea against big retailers like Amazon, with labour unions forcing the company to shut down its warehouses for a month over safety concerns and limiting it to only essential purchases.

French consumers prefer to have their orders delivered to their homes, with 85% of shoppers choosing this method. The next most popular option is shipping to a pick-up location, at 68%, and click and collect comes in third at 28%. However, with stores reopening fully, click-and-collect usage is expected to increase.

20% of French e-buyers have used at least one express delivery service in the past three months, making it essential for e-commerce businesses to offer a range of delivery options to meet the diverse needs of their customers. In this ever-evolving landscape, staying on top of delivery trends and offering convenient options is crucial to customer satisfaction.

C. Additional benefits of shipping locally instead of internationally

• You can make the shipping process eco-friendly and thus, meet your new customer’s needs. Shipping locally offers many advantages for both e-commerce businesses and their customers.
• Shipping locally also makes the shipping process more accessible and more enjoyable for everyone involved. It eliminates the stress of international shipping and customs, allowing customers to receive their products when they want and need them. This improves their overall experience and increases the likelihood of positive reviews and user-generated content, further boosting your brand reputation in France.

D. What will you need to start selling in France?

When launching your e-commerce brand in France, you must consider various legal and financial requirements to start selling there. This may include obtaining business licenses, registering for taxes, and ensuring that your products comply with French regulations. Additionally, you will need a secure payment system to handle online transactions, such as a payment gateway or an online checkout process. To ensure you have all the necessary tools, it's advisable to seek the assistance of a legal or financial expert who has experience in launching e-commerce businesses in France. This will help you avoid costly mistakes and ensure that your brand is legally compliant.

How to connect with French consumers and entice them to buy from your e-commerce

A. Create a French-Friendly Version of Your Website: When launching your e-commerce brand in France, you must ensure your website appeals to your new customers. A great way to start is to translate your website into French. This will not only make your website more accessible to French customers but also show that you are making an effort to connect with them. Additionally, with over 28 million people in France purchasing items on their mobile devices, making sure your website is mobile-friendly is essential. This will help you reach a larger audience and provide a better customer experience.

B. Build a marketing campaign for the French consumers

• Utilise influencer marketing: Partner with famous French bloggers, vloggers, and social media influencers to promote your brand and products.
• Take advantage of advertising opportunities: Advertise your e-commerce on popular French websites and social media platforms, such as Le Bon Coin, Amazon.fr, and Facebook.
• Offer special promotions and discounts: Encourage French customers to make their first purchase from your e-commerce by offering exclusive deals and discounts.

C. Connect with social media influencers from France

• Collaborate with micro-influencers: Partner with up-and-coming influencers in France to promote your brand to their engaged followers.
• Use Instagram influencer marketing: Instagram is a popular social media platform in France, with a large and active user base. Partnering with French influencers on this platform can help you reach new customers and increase your brand's visibility.
• Utilise Instagram stories and reels: Utilize Instagram stories and reels to showcase your products and connect with French consumers through fun and interactive content.

For example, if your e-commerce brand sells natural skincare products, you could partner with French influencer @julienka_ on Instagram to showcase your products in her skincare routine posts or run targeted ads on the French famous second-hand marketplace Leboncoin to reach French consumers interested in eco-friendly and sustainable products. By connecting with French influencers and utilising targeted marketing campaigns, you can effectively reach and engage with your target market in France.

Are you looking to set your e-commerce brand apart in an increasingly competitive market? The delivery and post-purchase experience can be the determining factor in building a loyal customer base.

In this blog post, discover ten tips to enhance delivery and create a seamless and enjoyable customer experience. From providing accurate delivery dates to a memorable unboxing experience, we'll guide you through ways to drive conversion rate and boost customer satisfaction. Whether you're established or launching your business, these tips are the key to elevating your delivery and post-purchase game.

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1. Specify exact delivery dates to boost conversions on product pages

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In today's market, providing accurate delivery dates is crucial in driving conversions and customer retention. Did you know that displaying the estimated arrival time on the product page can result in a 9% decrease in abandoned cart rates?

Companies like Amazon and Asos are setting the bar high for delivery experiences: providing multiple delivery options, including same-day or next-day delivery and curbside pickup on Amazon lockers in convenient locations, booking a delivery slot and building a customer loyalty program like Prime! These brands make it easy for customers to receive their parcels.

But how can your brand keep up with this new delivery promise standard? By leveraging technology, such as the Bigblue Fast Tag and Tracking Page, you can provide customers with accurate delivery dates and precise ETAs, making the entire delivery process more transparent and reliable.

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2. Offer multiple shipping services and options

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Customers like options when it comes to delivery methods. Not everyone likes to receive their packages at home and would prefer to retrieve their parcels from a nearby business, pick-up from the store or choose a specific day and time for home delivery.

Customer data from MetaPack reveals that nearly 90% of buyers said that delivery options were an important factor in their purchasing decision, while a staggering 63% are more likely to become repeat customers if the merchant offers the delivery options the buyer trusts.

How are well-known brands leveraging shipping methods? Zappos offers free shipping and returns, making shopping easy and stress-free for customers. To satisfy customers, Walmart offers free in-store pickup, same-day delivery, and standard shipping options.

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3. Express delivery is a must

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Fast delivery is becoming a crucial aspect of the e-commerce experience, as customers often require their packages to arrive as soon as possible. Express shipping reassures clients about timely delivery, but it can also help save the day for customers during busy times like the holidays.

Offering express delivery can set your e-commerce business apart from the competition and provide customers with a superior shopping experience. A customer survey by MetaPack found that 45% of e-shoppers are willing to pay more or privilege buying from a merchant if they offer a faster delivery option. By providing this option, you can increase buyer satisfaction and boost customer lifetime value with repeat purchases.

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4. Provide free shipping options

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Providing free shipping options can be vital in increasing the number of conversions for e-commerce businesses. 80% of consumers expect free shipping for high-value shopping baskets. Providing free shipping has evolved from being just an added convenience to a must-have for e-commerce businesses.

To protect your margin, you can offer free shipping for purchases above a certain amount. This not only entices customers to spend more to receive free shipping, but it can also increase the average order value. For example, the beauty brand Sephora offers free standard shipping for all orders over $50. They also allow customers to upgrade to express shipping for a fee, providing flexibility for customers who need their purchases delivered quickly.

By finding the right balance between offering free shipping and covering shipping costs, companies can drive conversions and provide a better shopping experience for their existing customers.

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5. Enhance communication with customers

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Order tracking and order confirmation emails have a staggering open rate of 75%, compared to the 25% of marketing emails. Use post-purchase email campaigns to your advantage!

For instance, online beauty retailer Sephora sends customised product recommendations based on a customer's purchase history. Meanwhile, clothing brand Everlane sends follow-up emails to customers who have recently made a purchase, offering them a discount on their next purchase.

Another way to enhance communication with customers is through custom messaging. Online furniture retailer Wayfair uses targeted messaging to promote special offers and discounts to customers who have shown an interest in a specific product. Doing this can increase the likelihood of a customer making a purchase.

Effective communication not only improves customer satisfaction but also helps build brand loyalty. By keeping customers informed and engaged throughout the entire delivery process, e-commerce brands can foster a positive image and drive repeat business.

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💙 Bigblue Tips

Use our Integration with Klaviyo to build flows from your logistics data. Schedule your emails according to order status, segment your emailing bases according to customer satisfaction and increase your repeat purchase rate!

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6. Track buyer satisfaction

Measuring customer satisfaction is an essential aspect of driving conversions on your website. Acquiring a new client is eight times more expensive than retaining an existing customer. As such, it is crucial to find ways to measure customer satisfaction and use that information to improve the customer experience.

One way to measure customer satisfaction is through customer feedback like surveys or online reviews. For example, electronics retailer Newegg has a dedicated customer feedback section on its website where customers can rate their overall experience and leave detailed reviews. Similarly, furniture retailer Overstock allows customers to place their purchases and leave feedback for other customers.

Another way to measure customer satisfaction is through customer support interactions. For instance, the online clothing retailer Modcloth provides customers with a comprehensive FAQ section and a live chat function for immediate support. They also encourage customers to leave feedback on their purchases, which can be used to inform future decisions regarding product offerings and customer support strategies.

In conclusion, measuring customer satisfaction is crucial to driving conversions on your website. By providing customers with opportunities to give feedback and interact with your brand, you can gather valuable insights into their experiences and use that information to improve the customer journey.

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💙 Bigblue Tips ‍

Use Bigblue’s Shipping confirmation emails to collect customer reviews and increase your lifetime value and net promoter score.

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7. Facilitate Returns for Increased Customer Satisfaction

The ability to quickly return products is crucial to the customer experience. A buyer-friendly returns policy can go a long way in building customer trust and loyalty. In fact, according to Tim Dumain, it’s 7 to 8 times cheaper to get a customer to place another order rather than to acquire a new customer.

Here are some e-commerce brands that are doing it right:

1. Patagonia - This outdoor clothing brand is known for its sustainable commitment and customer satisfaction. Their returns policy is clear, simple and integrated into their costs.
2. Everlane - This online fashion retailer has a "Choose What You Pay" program, allowing customers to select from three different prices for items, with the highest price supporting their greener efforts. They also have a hassle-free returns policy, making it easy for customers to return items if they don’t work out.
3. Warby Parker - This eyewear brand has a "Home Try-On" program that allows customers to try five pairs of glasses for five days before making a purchase. If customers decide not to buy, they can return the mirrors in the pre-paid return package.

By making it easy for customers to return products, these e-commerce brands show that they trust their customers and are committed to their satisfaction. This can go a long way in building customer loyalty and increasing the likelihood of repeat business.

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💙 Bigblue Tips

Use Bigblue’s Return Portal to facilitate your returns, and use our Store Credit option to increase sales like CAVAL or FROM FUTURE!

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8. Maximize lifetime value with customised follow-up

One of the best ways to increase customer loyalty and drive more conversions is to offer branded follow-up after a purchase. This can include follow-up emails, surveys, or even phone calls to check in and see how the customer is enjoying their purchase. By doing this, e-commerce brands can not only build better relationships with their customers but also gather valuable feedback that can be used to improve their products and services.

An example of a brand that excels in this area is Birchbox. After customers receive their monthly beauty box, they are sent a follow-up email asking for feedback on the products they receive. Birchbox also offers a loyalty program that rewards customers for making repeat purchases and leaving product reviews, increasing their lifetime value.

Another brand that uses personalised follow-up effectively is Unbottled. After customers receive their products, they are sent a follow-up email asking for feedback and offering assistance with any issues they may have. Unbottled also offers customers a "10$ voucher" using their referral program.

By offering personalised follow-up and building relationships with their customers, e-commerce brands can increase customer loyalty and maximise their lifetime value. Personalised follow-up shows customers that the brand cares about their experience and provides valuable feedback that can be used to improve its products and services.

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💙 Bigblue Tips

Use Bigblue’s Integrations with Gorgias and Zendesk to optimise your follow-up emails and create personalised flows.

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9. Enhance the Unboxing Experience

Unboxing is a crucial moment in the customer journey, as it sets the tone for the entire post-purchase experience. Creating a memorable and enjoyable unboxing experience can drive customer loyalty and increase the likelihood of repeat purchases.

For instance, cosmetics brand Glossier elevates its unboxing experience by packaging its products in a fun and Instagram-worthy manner. The brand uses cute, branded boxes and tissue paper, adding extra luxury to unboxing.

Luxury fashion brand Gucci takes it further by including a custom-branded dust bag for its products. This adds an extra layer of luxury and exclusivity to the unboxing experience, further strengthening the customer's connection to the brand.

To maximise the unboxing experience, it's essential to think about the packaging, the materials used, and the presentation of the products. Consider adding special touches like branded tissue paper, custom packaging or including a personal note from your team.

Creating a unique and memorable unboxing experience can turn a simple purchase into a standout moment for your customers and drive repeat purchases.

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10. Transparency is Key - Maintain Complete Cut Off Awareness

Delivering products on time is essential to any e-commerce business, as it directly impacts customer satisfaction. However, unexpected circumstances such as traffic, weather conditions, or technical issues can disrupt the delivery process, causing customer frustration and disappointment. To avoid this, e-commerce brands must remain transparent about their cut-off.

An example of a brand that maintains this level of transparency is Apple. Apple's online store provides real-time updates on the order and delivery status, ensuring that customers are aware of any potential delays. This helps to manage customer expectations and ensures that customers are prepared for any inconvenience.

Similarly, the beauty brand Sephora also uses a transparent cut-off process by sending timely notifications to customers about the expected delivery date and any potential delays. This level of transparency helps to build trust with customers and reduces the risk of disappointment.

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In conclusion, the cut-off is an essential part of the delivery process, and e-commerce brands must remain transparent about it. By providing accurate information and updates on the delivery status, e-commerce brands can ensure that their customers are aware of potential delays and are prepared for any inconvenience. This helps build trust and foster a positive customer experience, leading to increased customer satisfaction and repeat business.

With the rise of the CAC and the explosion of online brands, it becomes essential for DNVBs to become omnichannel brands in order to maintain their growth.

Among the various options, retail can be an excellent opportunity for your company:

• In 2022, 30% of brands considered increasing their retail presence.
• Only 48% of DNVBs are present in this sector (compared to 56% in wholesale).
• Those who leaped generate up to 40% of their revenue from their physical sales.

Moreover, entering retail can help e-commerce brands increase visibility, improve customer experience, gather data and cross-promote, ultimately leading to growth and success.

If you are hesitating to enter the retail sector, here are 10 examples of brands that have succeeded in bringing their world to life in shops and have taken up the challenge of omnichannel.

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1. Cabaïa

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The French backpack and accessory brand Cabaïa launched in 2015 is a leading in the retail sector for a few years now. The brand has a presence in over 2,000 shops in Europe and the USA, both through its own stores and resellers. Cabaïa makes it easy for customers to find its products, thanks to an interactive map on its website that lists all its shops worldwide. This not only enhances the customer experience but also demonstrates the brand's commitment to providing convenient access to its products.

Known for its quirky universe, it has taken up the challenge of opening a shop in its image while maintaining its e-commerce roots. Several shop elements are strongly reminiscent of their website design and functionality. For example, their manifesto with their commitments is hung on the wall with bright yellow support so customers can't miss them.

Finally, there is a real wheel of happiness in the shop, similar to the one on their website, which allows customers to win a discount or an accessory.

🤜🤛 Bigblue friends

Do you dream of a similar experience for your brand? Like Les Raffineurs, Sézane, or Bonne Gueule, Cabaïa hired the Label Experience agency to create their shop!

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2. Sézane

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Sézane is a French brand that has achieved great success in the retail sector. As the first French digitally native vertical brand, Sézane was founded in 2013 and has since then established itself as a leader in the fashion industry. The brand has a strong commitment to sustainability and social responsibility through its DEMAIN programme, which strives to create a more environmentally friendly business model.

Innovative by nature, Sézane has not just opened a traditional boutique but created the concept of the Sézane flat. These flats offer customers a unique and personalized shopping experience, where they can feel at home and in line with the brand's values. Today, Sézane has ten flats in France and two in the USA, with additional pop-up locations being created regularly. In 2022, the brand took its commitment to customer engagement even further by organizing the "Archives Tour," a tour of France showcasing its old collections and allowing customers to connect with the brand in a more personal way.

Through its unique approach to retail, Sézane successfully made the shift from a direct-to-consumer model to a retail presence.

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3. Balzac Paris

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Founded in 2014, Balzac has established itself as a leader in responsible fashion with a strong emphasis on sustainability, made in France production, and the use of recycled materials.

Balzac Paris opened its first brick-and-mortar store, the Adresse de Balzac Paris, in the heart of the city at the end of 2022. Anticipation was high among fans, who eagerly awaited the opening of the store and followed the brand and its co-founder on social media with the hashtag #VousAvezlAdresse. The store perfectly captures Balzac's distinct brand identity, including its signature leopard print, which is incorporated into carpeting and furniture throughout the store.

The Balzac boutique also showcases the brand's commitment to its Toujours Plus Responsable (TPR) initiative. The brand has taken steps to minimize the carbon footprint of its shop, using materials from production offcuts in a zero-waste approach, eco-friendly furniture crafted by French artisans, and utilizing green energy and waste management methods. Additionally, the boutique features a dedicated space called the Kiosk, which offers customers the ability to sell their gently-used Balzac Paris pieces on the brand's Seconde Vie platform.

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4. Jimmy Fairly

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Jimmy Fairly is a French independent eyewear brand that offers top-notch products at an affordable price. With a social conscience, the brand has implemented a unique giving program where they donate a pair of glasses to someone in need for every pair they sell.

Over the years, Jimmy Fairly has made a significant impact by donating over 400,000 pairs of glasses to those in need. The brand has a strong retail presence, with stores across France and the UK and an online store, making it easy for customers to purchase their products.

Jimmy Fairly is a shining example of how to create an impressive customer experience in shops without going to extremes. The brand has implemented simple but effective loyalty methods that have helped to increase customer satisfaction and keep customers coming back for more. With every purchase, customers receive a tote bag and goodies such as candies and pins, which are small gestures that go a long way in building customer loyalty. The strategy has paid off, with Jimmy Fairly's 100 stores receiving an average rating of 4/5 stars on Google.

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5. Gymshark

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Founded in 2012 by Benjamin Francis, the fitness apparel and accessories Gymshark has experienced immense growth over the past decade and has seen its turnover grow to around £500 million in 2022.

Gymshark's close relationship with its customers has driven its hypergrowth over the years. The brand emphasizes community through events and influencer partnerships, and positions itself as a "family" for its customers, who feel connected through its marketing and loyalty programs.

Gymshark has also always resisted selling its products through retailers, even though he has passed up a lot of revenue in doing so. That was until Octobrer 2022, when the brand opened its Regent Street flagship store on 29 October 2022.

The place offers more than just a safe and inviting atmosphere to try out the latest gym wear. With mannequins showcasing a variety of body shapes, genders, and abilities, as well as adjustable changing room lighting, the shop creates an environment that caters to everyone's needs. Additionally, the store offers free fitness classes that can be booked through its app, allowing customers to engage in community experiences and exercise.

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6. Bonsoirs Paris

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Nicolas Morschl couldn't find affordable, high-quality and simple bedsheets for his home. Frustrated with his search, he took matters into his own hands and started Bonsoirs, a home linen company, on November 2017.

Bonsoirs has grown and broadened its offerings. The start-up introduced washed linen as a new fabric and has since expanded into household linens, offering bath towels and other bathroom linen.

In November 2022, the brand has opened for the first time a pop-up store in Paris. The shop offered visitors a chance to touch and experience the brand's comfort and luxury in person. To enhance the customer experience, the brand provided an in-store personalization service through on-site embroidery and a pick-up point for used sheets to be recycled. This added touch was well-received by visitors, solidifying the brand's commitment to delivering exceptional products and service.

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7. Les Petits Raffineurs

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Les Petits Raffineurs is a subsidiary of the gift specialist concept-store brand, Les Raffineurs, established in 2016. It offers a curated collection of products for children and their parents. After opening numerous pop-up stores during the holiday season to test demand, Les Raffineurs brand currently distributes its products via two e-commerce sites and a network of four physical shops in Paris and Lille.

Les Petits Raffineurs' retail store incorporates elements from their e-commerce site, making the shopping experience similar for customers whether they're shopping online or in-store. This creates a seamless transition for customers who are familiar with the website and increases their confidence in the brand. The clear signage and categorization of products according to age also make it easier for customers to find what they're looking for, improving the overall shopping experience.

Additionally, the option for click & collect within 2 hours offers customers greater convenience and flexibility, making it more likely they will choose to shop with Les Petits Raffineurs. Integrating physical and digital channels like Les Petits Raffineurs is likely to drive sales and boost the brand's success.

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8. From Future

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From Future, the cashmere brand established in 2018, is making waves in both the e-commerce and retail sectors, thanks in part to the background of its co-founder, Philippe de Hesdin, who previously co-founded the well-known retail brand Kookaï.

With a mission to provide high-end products at affordable prices, the brand offers a unique style, incorporating modern and eye-catching fluorescent colors, while sourcing raw materials sustainably and prioritizing animal welfare. Given de Hesdin's expertise in the retail industry, it's not surprising that From Future has adopted a brick-and-mortar strategy, opening an image shop to make its first steps in the ready-to-wear market, in addition to its e-commerce site.

From Future's retail strategy showcases the luxury codes with only one product on display in each store, presented in a minimalist, futuristic setting with a clean, silver ambiance. With 7 boutiques mainly located in Paris, the brand also strategically opens pop-up stores in cities known for attracting their target audience, such as Courchevel and Saint Tropez.

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9. Make my lemonade

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Founded in 2015 by Lisa Gachet, Make My Lemonade is a sustainable and innovative fashion brand that pioneered the "Do It Yourself" concept in the industry.

The brand offers limited edition clothing that can be made at home with the help of patterns provided each month or purchased ready-made. The brand is also dedicated to sustainability, as they use fabrics from a second production circuit, such as unused fabrics or the ends of rolls from major fashion houses, to create new pieces. With sizes ranging from 34 to 48, and some models offering size 52, the brand is constantly working to increase the size range of their offerings to better serve their customers.

The brand Make my Lemonade successfully transition into retail with the opening of their flagship store, which perfectly embodies their brand values and offers customers a truly immersive and interactive experience.

The space features a workshop area where daily DIY workshops are held, a haberdashery section where customers can purchase the brand's patterns and fabrics, a cozy tea room, and of course a boutique showcasing the designer's clothing line. The Make My Lemonade boutique has become a hub for Parisian sewers, who can gather and share their creations over a cup of tea and leave with a free souvenir photo taken from their vintage photo booth.

💙 Bigblue Tips

Having a photo booth in your shop can help gather email addresses for your marketing database. This provides a fun experience for customers, who can take photos and leave their email in exchange. This can encourage customers creating User Generated Content for your brand and help you increase the size of your marketing database, giving you more opportunities to reach potential customers and drive sales.

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10. LePantalon

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LePantalon is a dynamic e-commerce brand that has made a big impact in a short amount of time. The brand was launched around a single, yet innovative concept of a range of high-quality chinos at an affordable price. With three pillars at its core - fair pricing, durability, and customer engagement - LePantalon has quickly established itself as a customer-focused brand that prioritizes the needs and feedback of its customers.

Despite a limited budget for acquisition, the brand has achieved great success through social media, and in response to the high demand from customers, the brand has opened a Showroom in its offices, followed by a Pop-up store and finally, a physical store. This move has proven to be a huge success and further solidifies LePantalon's reputation as a brand that truly listens to its customers.

LePantalon's success in retail can be attributed to its innovative approach to marketing. By incorporating its brick-and-mortar shops into its marketing strategy, the brand is able to drive more traffic both online and in-store. The brand leverages the power of video marketing by creating short clips showcasing its employees, who introduce themselves and provide product recommendations and gift ideas.

This approach has proven to be highly effective, with these videos often generating up to 8 times more engagement than traditional marketing content. The simplicity of this approach has proven to be the key to its success, helping to increase the brand's visibility and drive sales.

‍Not Every Return Program Is Right for Your Business

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Although every e-commerce website deals with returns, return policies look very different from one site to another. Some businesses offer a full refund on online returns, while others offer store credit in exchange for returned products. Some businesses provide free return shipping on product returns, while others pass shipping costs to customers.

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Ultimately, a good return program fulfils your company's goals without being too costly to operate or too difficult for your customers to find, understand, or use.

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Smaller businesses, by contrast, may benefit from a less generous program. According to data from CNBC, the average return represents 30% of the purchase price. This cost may be too much for businesses operating on tight margins. Instead, many smaller businesses offer stricter return policies, such as charging for shipping or only offering store credit.

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In the end, there's no one-size-fits-all return program. You’ll need to crunch the numbers and consider how much each aspect of your policy could impact your bottom line. We’ll examine some of these costs in the next section.

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Building Your E-commerce Returns Program: Factors to Consider

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When designing a returns policy, merchants should consider several factors to balance customer satisfaction and profitability. Some of these factors include:

• Customer expectations: It's important to understand the expectations of your target audience and what they consider a fair and reasonable returns policy.
• Product type: The type of product you sell will play a role in determining your returns policy. For example, perishable goods or custom-made items may have more restrictive return policies.
• Shipping costs: Shipping costs can add up quickly, especially if you offer free returns. Merchants should factor in these costs when determining their returns policy.
• Profit margins: A product with a low-profit margin may not be able to absorb the costs of free returns. Merchants should consider their profit margins when deciding whether to offer free returns.
• Brand image: Your returns policy can significantly impact your brand image and customer loyalty. A fair and reasonable policy can help to foster customer trust and increase loyalty, while a restrictive or complicated policy may discourage customers from making repeat purchases.
• Competition: It's important to consider your competitors' actions when designing your returns policy. Offering a more generous returns policy than your competitors may help to differentiate your brand and attract more customers.
  

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Top Reasons That Customers Return Products

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These statistics highlight the most common return reasons, and can help merchants to better understand why customers return products, and to design returns solutions that take these factors into account. According to Invesp:

• 23% of returns are due to customers receiving the wrong item
• 22% of returns are due to the customer receiving a product that doesn’t match the product description or image
• 20% of returns are due to customers receiving a damaged product
• 35% of returns are due to unspecified reasons‍
  

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10 Refunds and Return Best Practices for Your Ecommerce

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1. Understand the EU laws concerning Returns

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As a merchant, it is important to be aware of the legal framework surrounding returns in the European Union (EU). The EU Consumer Rights Directive sets out minimum standards for returns, including the right for consumers to return goods within 14 days of receipt for a full refund, without giving any reason.

In addition, EU member states may have additional consumer protection laws that apply, so it is important to be familiar with the specific requirements in your country. Failing to comply with these laws can result in legal consequences and a loss of customer trust.

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2. Communicate your returns policy prominently on your website

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It's essential to make your returns policy easily accessible to customers so they can understand their rights and the process for returning a product. A dedicated returns policy page on your website should be easy to find and clearly outline your policy, including any conditions that must be met for a return to be accepted and the timeframe within which returns can be made.

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3. Reduce Returns by Providing Important Details on Every Product Page

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Providing detailed product information on every product page can help to reduce the number of returns by ensuring that customers have all the information they need to make an informed purchase decision. This can include product dimensions, materials, care instructions, and any other relevant details.

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4. Clearly state the types of products eligible for returns and any exclusions.

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It's important to be transparent about the types of products that are eligible for returns and any exceptions, such as perishable goods or custom-made items. This helps to manage customer expectations and reduce the number of returns.

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Setting clear conditions for returns helps to ensure that products are returned in a resalable condition and reduces the cost to your business.

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5. Specify the timeframe within which customers can request a return (e.g. 14 days from delivery).

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Defining a specific timeframe within which customers can request a return is an important aspect of your returns policy. This helps to manage customer expectations and ensure that the return process is handled promptly.

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Typically, merchants set a timeframe of 14 days from the date of delivery, in line with the minimum standards set out in the EU Consumer Rights Directive. This gives customers a clear deadline for initiating the return process and helps to manage expectations.

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However, it's important to consider the nature of your products and your business model when setting the timeframe for returns. For example, if you sell perishable goods, you may set a shorter return timeframe. On the other hand, if you sell high-ticket items, you may offer a longer return period to build customer trust and encourage purchases.

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6. Provide clear instructions on how customers can initiate a return (e.g. through an online form or email).

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Providing clear instructions on how customers can initiate a return is an important aspect of your reverse logistics strategy. This helps customers understand the process and feel confident that they can easily request a return if needed.

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There are several ways to provide instructions on how to initiate a return, including:

• Online form: A dedicated online form on your website that customers can use to initiate a return. This can include fields for entering product details, the reason for the return, and contact information.
• Email: A designated email address that customers can use to request a return. Make sure the email address is prominently displayed on your website and in your returns policy page.
• Phone: A dedicated phone line for returns, which customers can call to initiate a return. This can be particularly useful for customers who need additional support or have questions about the return process.
• Use a Returns Portal: Consider using a returns portal such as Bigblue to manage the return process. This can streamline the process for you and the customer by providing a centralized platform for tracking return requests and managing the logistics of return shipping. A returns portal can also help you to track and analyze return data, which can be valuable for improving your returns policy and reducing the number of returns in the future.

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7. Consider offering free return shipping to make the process more convenient for customers.

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Offering free return shipping can make the process of returning a product much more convenient for customers, and can help to increase customer satisfaction and loyalty. This can be particularly important for online purchases, where customers may be reluctant to initiate a return due to the cost and hassle of return shipping.

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Matter of fact, a study by Accenture found that 69% of consumers say that the availability of free returns is the most important factor when making an online purchase.

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Here are some benefits of offering free return shipping:

• Increased customer satisfaction: Customers appreciate the convenience of free return shipping, and are more likely to initiate a return if they know that the process will be straightforward and cost-effective.
• Improved customer experience: Offering free return shipping can help to ensure that the entire customer experience, including the return process, is positive and stress-free.
• Increased customer loyalty: Providing a positive return experience, including free return shipping, can help to increase customer loyalty and repeat purchases.

Of course, offering free return shipping may not be feasible for all businesses, and there are trade-offs to consider, such as the cost of shipping and handling and the impact on profitability. However, the benefits of offering free return shipping outweigh the costs for many businesses.

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8. Make sure your returns policy is easy to understand and written in plain language.

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This will help to ensure a great customer experience, ensure you that your customers are fully aware of their rights and the process for initiating a return, and will reduce the likelihood of misunderstandings or disputes.

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Here are some tips for making your returns policy easy to understand:

• Use plain language: Avoid legal jargon or complex language, and write your returns policy in a straightforward and easy-to-understand manner.
• Be concise: Keep your returns policy as short and concise as possible, focusing on the most important information.
• Use clear headings and bullet points: Make your returns and refund policy easy to navigate by using clear headings and bullet points, and by breaking up text into short paragraphs.
• Highlight key information: Use bold text, underlining, or other formatting techniques to highlight important information, such as the returns timeframe, eligibility criteria, and instructions for initiating a return.
• Include visuals: Consider including images or other visual elements to help illustrate key points, such as step-by-step instructions for initiating a return.

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9. Consider offering exchanges or store credit in addition to refunds.

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In addition to offering refunds, consider offering other options such as exchanges or store credit.

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This can be particularly useful for customers who are dissatisfied with a product but would like to purchase a different item from your store, rather than receiving a refund. According to a survey conducted by Accenture, 48% of customers who returned a product said they would prefer to receive store credit, while only 27% preferred a cash refund.

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Here are some benefits of offering exchanges or store credit:

• Increased customer satisfaction: Offering exchanges or store credit can increase customer satisfaction and reduce frustration, as it gives customers more options for resolving their issue with a product. In the same survey, 86% of customers said that having a choice of returns options is important to their overall satisfaction with a retailer.
• Reduced financial impact: Exchanges and store credit can help to reduce the financial impact of returns on your business, as customers are still making a purchase, rather than receiving a full refund.
• Increased customer loyalty: Offering exchanges or store credit can help to build customer loyalty, as it demonstrates your commitment to providing a positive customer experience and resolving any issues with products. A study by Narvar found that 63% of customers who returned a product were more likely to make a future purchase if they were offered store credit.

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10. Consider offering a satisfaction guarantee or extended return policy for high-ticket items to build customer trust.

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Offering a satisfaction guarantee or extended return policy for high-ticket items can build customer trust and increase customer confidence in your brand. By offering a longer return period or a guarantee, customers can feel more secure in their purchase, knowing they can return the item if they are not satisfied.

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According to a survey by MetaPack, 63% of customers are more likely to purchase if a retailer offers a satisfaction guarantee. This can be particularly beneficial for high-ticket items, where customers may be more hesitant to purchase due to the cost.

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Here are some benefits of offering a satisfaction guarantee or extended return policy:

• Increased customer confidence: A satisfaction guarantee or extended return policy can instill confidence in the customer, making them more likely to purchase products from the brand.
• Higher conversion rates: Offering a satisfaction guarantee or extended return policy can increase the conversion rates by making customers feel more secure in their purchase decisions.
• Customer loyalty: Providing a satisfaction guarantee or extended return policy can create customer loyalty by showing the brand values customer satisfaction and is willing to stand behind its products.
• Better customer reviews: When customers are satisfied with their purchase experience, they are more likely to leave positive reviews, increasing the brand's online visibility and reputation.
• Reduced returns: By offering a satisfaction guarantee or extended return policy, the brand can reduce the number of returns and increase customer satisfaction.
• Increased revenue: By offering a satisfaction guarantee or extended return policy, the brand can increase revenue as customers are more likely to make repeat purchases and recommend the brand to others.

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In conclusion, managing returns is an essential aspect of any e-commerce business.

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By following the best practices discussed in this article, you can streamline the returns process and increase customer satisfaction. From having clear return policies to offering easy-to-use return portals, these tips will help you create a positive customer return experience.

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Implementing these best practices will benefit your business by reducing costs and also help you build a strong reputation and loyal customer base. Remember, happy customers are repeat customers, and a positive returns experience is key to returning them to your online store.

The Covid-19 crisis has heightened the demand for efficient Omnichannel customer services. Competition in online sales is on the rise, and the price for obtaining new customers by D2C brands is predicted to be 26€ by 2022.Thus, businesses are looking for new ways to increase conversion and build customer loyalty.

As a result of the growing competition and rising costs for acquiring new customers, more and more digital native vertical brands (DNVBs) are expanding their presence in wholesale and retail. Primarily due to physical retail's positive effect on online channels. Known as the "halo effect" of brick-and-mortar, it encourages more DNVBs to expand their offline presence.

Are you ready to take the leap and stand out from the crowd? Learn how to create seamless Omnichannel experiences using Headless Commerce. In this blog post, we'll show you the best practices from real-life examples to increase conversion, build customer loyalty and stay ahead of the competition.

What's the link between headless commerce and omnichannel brands?

With the integration of physical and digital retail, a brick-and-mortar presence can significantly enhance an online one by serving as an interactive platform that establishes customer trust. A study by Shopify reveals that e-commerce brands that open a physical store can see an average of 37% more web traffic in the quarter following their opening.

Moreover, omnichannel strategy is becoming increasingly important for retailers, as it allows them to provide a seamless and consistent customer experience across all channels. It leads to increased customer loyalty and sales.

Studies have found that retailers that adopt an omnichannel strategy can expect a 9% higher year-over-year customer retention rate than those that don't. Additionally, omnichannel shoppers tend to spend more than single-channel shoppers, with 4% more in-store and 10% more online, according to McKinsey.

What are headless commerce and its benefits?

Headless commerce involves developing and running e-commerce sites with a distinct customer-focused interface (front-end) and backend dealing with operations like orders and stock.This approach offers increased flexibility and scalability, as updates or changes to the front end do not impact the back end. Additionally, it enables the integration of new technologies and channels, such as voice-enabled devices, virtual reality, and augmented reality, into the customer interface.

Benefits of a Headless Commerce Strategy:

• Flexibility in technology stack selection
• Scalability to handle large amounts of traffic and data
• Improved performance and faster load times
• Better user experience across multiple channels
• Easier integration with third-party systems and services
• Greater control over the customer journey
• More efficient content management
• Better security and compliance
• Increased innovation and experimentation capabilities
  

What are omnichannel commerce and its benefits?

On the other hand, omnichannel is a strategy that allows customers to shop and interact with a brand across multiple channels and touchpoints such as online, in-store, mobile, and social media. An omnichannel strategy aims to provide a seamless and consistent customer experience regardless of the channel.

Benefits of an omnichannel Commerce Strategy:

• Improved customer experience through consistent branding and messaging
• Increased sales and revenue through cross-selling and upselling
• Better customer retention and loyalty
• Greater flexibility in meeting customer needs
• Increased data insights and analytics
• More efficient inventory management and fulfillment
• Greater ability to personalize the customer journey
• Increased scalability and adaptability to changing market trends
• Better ability to reach and engage customers across multiple channels
• Enhanced brand reputation and customer trust
  

What are the best practices for creating incredible omnichannel customer experiences?

Creating fantastic omnichannel customer experiences with headless commerce needs a strategic approach. This approach should take advantage of the flexibility and scalability of headless commerce architecture. Here are some best practices that businesses can follow to achieve this goal:

1. Unlock the potential of Headless commerce: Create unique experiences for every customer on every channel - See how Nike and Amazon do it.

With headless commerce, businesses can optimize the front end for different channels, such as mobile, web, and voice. Thus, the brands can create unique customer experiences on several tracks, making it more likely that they will convert.

Brands such as Nike and Amazon are great examples of companies successfully optimizing their front end for different channels.

For example, Nike has a mobile app that allows customers to easily browse and purchase products, exclusive access content, and track their orders. The brand also offers a personalized shopping experience through its website. Customers can create a profile and receive customized recommendations.

Similarly, Amazon's website and mobile app provide customers with an easy and seamless shopping experience. Customers can easily browse and purchase products, access their order history, and track their deliveries. Amazon also offers a voice-enabled shopping experience through its Alexa devices, allowing customers to make purchases using voice commands.

2. Use data to personalize the customer experience with headless commerce: see how Starbucks increases conversion and customer loyalty.

Headless commerce allows businesses to efficiently collect and analyze customer data to personalize the customer experience. For example, they can use customer data to create personalized offers, content, and recommendations. By personalizing the customer experience, businesses can increase conversion and build customer loyalty.

For example, Starbucks uses customer data to personalize offers and rewards for its customers through its mobile app. Customers can earn rewards such as free drinks and food by making purchases and providing feedback. The brand also uses customer data to personalize the menu options available at each store.

3. Integrate physical and digital channels like Zara

Headless commerce enables companies to integrate physical and digital channels easily and provide a smooth customer experience. Thus, digital media can drive foot traffic to physical stores. Mobile apps give in-store customers access to inventory information, product recommendations, and loyalty programs. By integrating physical and digital channels, businesses can create an omnichannel experience that will help increase conversion, build customer loyalty, and stay ahead of the competition.

ZARA is a prime example of a retailer that has effectively transitioned to an omnichannel strategy. The fast-fashion giant has integrated all its acquisition channels to provide the best customer experience possible.

They have adopted the best practices of online sales. This includes creating a mobile app for easy basket preparation, having highly responsive community managers to assist customers on social media, and utilizing email campaigns.

Additionally, they have integrated physical retail elements such as offering click-and-collect, in-store exchanges and returns, and other in-store services.

Influencer marketing has become essential for e-commerce brands looking to increase visibility and drive sales. In January 2024, we've seen some truly amazing campaigns from e-commerce brands that have leveraged the power of influencers to connect with their target audience and achieve impressive results.

In this blog post, we'll look at 5 of the best influencer campaigns from e-commerce brands in January 2024. We'll also share some statistics to show just how effective influencer marketing can be for e-commerce brands.

A study by eMarketer found that influencer marketing generates 11x more ROI than traditional forms of digital marketing. So, without further ado, let's dive into 5 amazing examples of influencer campaigns for e-commerce brands in January 2024.

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1. Use product seeding with mega influencers like FashionNova

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Fashion Nova has grown its brand through product seeding, by partnering with well-known influencers with large followings. The company has enlisted the help of around 5,000 mega-influencers who share content that appears more like a casual conversation with a friend rather than an advertisement.

This marketing strategy has been successful for the fast fashion brand, with the company's founder, Richard Saghian, estimated to have a net worth of $1.4 billion and selling $500 million worth of merchandise in 2021 alone.

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2. Build your brand with influencers like Sugar

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SUGAR Cosmetics, established in 2015 with only two products, is now valued at $30 billion. The founder's use of influencer marketing was crucial to the company's success, as social media marketing and viral videos helped to propel the brand forward despite its humble origins.

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3. Gymshark masters the power of memes to make everyone talk about them

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To get people started on the “fit life”, Gymshark created Gymshark66. A 66 days day challenge to form a habit with a worldwide community that supports each other in pursuing their 2023 fit goals. Each member must complete a small daily goal to help them achieve their dream goal!

They teamed up with influencers from the Gymshark Family to create quirky memes and post their daily micro-goals for the #Gymshark66 challenge. To this day, more than 788K posts have been published using their dedicated hashtag.

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4. Be your own influencer like ROWSE

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The Spanish brand ROWSE has taken beauty and cosmetics consumers by surprise with its innovative approach towards influencer marketing.

Nuria Val and Gabriela Salord, ROWSE’s co-founders, are the best influencers for their brand. With a captive audience of nearly 290K followers on Instagram and organic viral content that resonates with their audiences, they topped their game by whitelisting her posts and using them for high-converting ads.

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💙 Bigblue client ROWSE uses Influencer Whitelisting on Facebook Ads to reduce their CAC by 30% and increase their ROAS by 5X!

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5. Step-up your influencer game to launch a product like Benefit

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To build up the hype for its new #Benetint, the cosmetics brand Benefit leveraged the power of influencers. Unless you live under a rock, it’s 100% sure you saw this campaign on TikTok in January. In just a few weeks, it has generated over 187M views on the platform.

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Introduction

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Curbside pickup and contactless delivery are revolutionising the way we shop, and are increasingly gaining their place as one of the more popular methods for businesses to get goods to customers. According to Statista, curbside pickup’s widespread reached a 58% growth worldwide in 2021.

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From creating a smooth and secure checkout process to meeting customer expectations for fast delivery, there are various ways to ensure your customers get the best delivery experience possible with their online shopping.

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Brands jumping on the trend include UNIQLO. They provide a convenient and efficient shopping experience by allowing customers to order online and pick up their items in-store. To make the process even easier, the store has created a special checkout area for online orders, staffed by a dedicated cashier to help customers complete their purchases.

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In this article, we'll look at how this trend has shifted the e-commerce landscape, and how businesses can take advantage of these new methods to better serve their customers.

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Which delivery methods are more valuable for consumers? As consumer priorities shift towards more convenient delivery options, their expectations for detailed information about shipping times have also risen! Click and collect is a retail trend that’s here to stay!

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What is click-and-collect?

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Click & collect, also known as curbside pickup, is a popular e-commerce service changing how we shop. With BOPIS (Buy Online, Pick Up in Store), customers can place their orders online and then pick them up at a physical store location, eliminating the need for home delivery.

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This service has been rapidly growing in popularity in recent years and many major retailers and it's becoming a trend among e-commerce brands. US click-and-collect sales doubled in 2020 and US consumers spent around 70 billion dollars via click-and-collect.

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Click-and-collect is becoming a popular trend for e-commerce brands, as the convenience of online shopping and the ability to collect products from a local store prove advantageous. According to Shopify report 2022, 35% of consumers chose shipping options like curbside pickup or click and collect to receive their orders in time, while avoiding delivery delays and shipping fees.

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Additionally, click-and-collect orders tend to be larger than regular orders, with an average value of 20% higher than other online purchases. This provides an opportunity for e-commerce brands to increase their sales and revenues and engage with their customers more meaningfully.

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Click-and-collect in a nutshell: benefits and disadvantages

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Click and collect presents a valuable revenue stream for e-commerce businesses while also enhancing customer experience and satisfaction. Let’s examine this delivery option's key benefits and drawbacks for your e-commerce brand.

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As a benchmark, we will examine how popular clothing retailer ZARA uses the click-and-collect service. ZARA customers have the option to order items online and pick up their order in store. At the checkout, customers can select their preferred store for pickup and schedule the pickup time. ZARA also offers free delivery for orders of more than £30 and free returns for both online and in-store purchases.

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Advantages

1. 29% of consumers agree that click-and-collect is more convenient. This service allows customers to place their orders online and pick them up at a physical store location, eliminating the need for home delivery and providing a more convenient shopping experience.
2. Increased Sales: Click-and-collect service can attract shoppers who may have been hesitant to shop online due to concerns about delivery times or shipping costs. Moreover, 75% of shoppers who have used BOPIS say they are likely to make an additional purchase while picking up their order.
3. Reduced Costs for Shipping and Handling: By offering a click-and-collect service, retailers can reduce the costs associated with home delivery, such as shipping and handling fees, which can help to increase profit margins and make the business more sustainable.
4. Increased foot traffic to physical stores: Click-and-collect service can help to increase foot traffic to physical stores, which can be beneficial for retailers looking to drive in-store sales.

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Disadvantages:

1. Limited Reach: Click-and-collect service is only available at select locations, limiting the reach of retailers.
2. Additional Costs for Staffing and Inventory Management: Offering a click-and-collect service can require additional staffing and inventory management costs for retailers.
3. Limited Control over Inventory Management: Retailers may need more control over inventory management when using a click-and-collect service.
4. Limited Brand Control: Retailers may have limited control over the branding and messaging associated with click-and-collect services.

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What is contactless delivery?

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Contactless delivery is a service where the delivery person does not physically hand the package to the recipient. Instead, they leave it at a designated pickup point. This is often done by leaving the package at the recipient's doorstep, in a locked mailbox, or a designated safe location agreed upon by the delivery person and the recipient.

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A study by MetaPack found that contactless delivery options can increase customer satisfaction by up to 25%.

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Amazon, the world's largest e-commerce marketplace, has been a pioneer in implementing contactless delivery methods. They have scaled contactless delivery across their operations by integrating technology and process changes.

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For example, they have enabled customers to track their deliveries in real-time and have allowed them to authorize delivery personnel to leave the package at a safe location, like an Amazon Locker. They have been working on developing autonomous delivery options like drones and robots to further minimise human contact during the delivery process.

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In Europe, Mondial Relay or Evri have been leading the way to add more options for pickup points. You can increase conversions by 3-5% by offering pickup points as a shipping option.

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_{Bigblue Tips
As a Shopify store owner, boost checkout conversions with Bigblue's pickup point selector app. Partnered with leading carriers like Mondial Relay, offering customers an easy pick-up point selection enhances their shopping experience.}

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What are contactless delivery advantages?

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Contactless delivery presents a valuable revenue stream for e-commerce businesses and enhances customer satisfaction. Now let’s examine this delivery option's key benefits and drawbacks for e-commerce brands.

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Advantages:

1. Increased customer satisfaction: 67% of customers say contactless home delivery is crucial for a positive CX. It also allows for greater flexibility in delivery options and reduces the risk of lost or stolen packages.
2. Reduced costs: Contactless delivery options may reduce the need for additional staffing and inventory management costs, as the customer may pick up their package at a designated location.
3. Increased brand loyalty: Customers who use contactless delivery options are more likely to recommend the brand to others and make repeat purchases, this can increase brand loyalty.
4. Improved delivery tracking: Contactless delivery options can provide real-time tracking information and allow customers to authorize delivery personnel to leave the package at a safe location, providing a more efficient and transparent delivery process.

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Disadvantages:

1. Limited control over inventory management: Retailers may have less control over inventory management when using a contactless delivery service.
2. Limited personal interaction with customers: With contactless delivery, retailers have less opportunity for personal interaction with customers, which can be detrimental for building customer loyalty and sales.
3. Limited to certain products: Contactless delivery may not be suitable for certain products, such as perishable items or fragile goods
4. Limited coverage area: Contactless delivery may not be available in certain areas, which can limit the reach of retailers.