Step 4. Post-delivery Treats

Once the parcel is delivered the first-time customer receives a promo-code which further encourages them to shop at ASOS. The discount is minimal but free next day delivery shows that company values the customer and their time and is willing to provide services to further increase customer satisfaction and loyalty. Such customer behavior reinforcements are easy for the company to distribute and effective in terms of influencings the customer’s decision to bring their business to this particular company as opposed to its competitors.

Step 5. Post-delivery Customer Service

ASOS has free return policy within 28 days since the delivery date with the only difference between UK and international customers that the second one have to pay posting fee. Customers are also able to exchange an item for the same one in different size or color.

UK customers are presented with an array of options for returning unwanted items, which ones more states the company’s effort to ensure positive customer experience.

It is worth mentioning that web-site has specialized refund section which was created to help customers find generalized information concerning related problem or even leave a personal request in case further help from customer service is needed.

Conclusion

Our personal customer experience shows that success of the company ASOS is driven by its never-ending striving to excel in customer experience management. We single out personalization opportunities and customer time & effort consumption as two key-factors of success. ASOS does everything possible to ensure that customer’s experience is as seamless and convenient as possible. The main shopping platform – asos.com is a perfect example of how a fashion retail web-site should be constructed, optimized and stylized. New reworked searching engine also supports the idea of fast and efficient shopping.

In addition to that, ASOS is also oriented at offering every customer a personalized shopping experience through launching personalized recommendations based of shopping history which is further developed by the idea of “total look” shopping. Top all that with great amount of high quality of engaging fashion content and insider information and ASOS transforms from fashion retail web-site into your personal fashion adviser and stylist.

International success of ASOS is explicable by the fact that the company makes an extra effort to maintain transparency of all customer related business processes. All terms and condition of doing business with ASOS are clearly stated to the customer. In addition to this the customer is being thoroughly guided through the process of picking out the right item both fashion and fitting wise, the process ordering and delivering.

As the main page of the web-site truly states: ASOS is your one-stop fashion destination.

References

1) http://www.asos.com

2) http://www.nunwood.com/will-asos-customer-experience-design-guide-the-brand-to-success-in-the-2015-uk-cee-analysis/

3) http://www.peoplevox.co.uk/blog/the-asos-customer-experience

4) http://www.asosplc.com/~/media/Files/A/ASOS/results-archive/pdf/2015-annual-report.pdf

5) http://www.theretailbulletin.com/news/asos_comes_top_in_new_digital_customer_experience_study_17-03-16/

6) https://en.wikipedia.org/wiki/ASOS.com

Date: 2016-04-22; view: 888