More than a world-class customer experience, offering a concierge service with Harper has a compelling business case that achieves a real ROI for retailers. The key benefits include:
Improved customer lifetime value: The service increases customer lifetime value by increasing average transaction values, shopping frequency and retention. This is achieved by increased basket sizes combined with convenient shopping experiences that time-poor customers will use frequently.
Improved customer acquisition: The service overcomes the key barriers to shopping new brands online including sizing uncertainty, material and quality uncertainty and the risk of dealing with the hassle of returns and refunds if something doesn’t work.
Improved customer experience: Harper’s Net Promoter Score of 88 makes it the highest-rated last mile service globally and the top last mile service on Trustpilot. Retailers offering this service can expect to see immediate improvements in customer satisfaction and some retailers will use the service to enhance their loyalty programmes.
Faster returns: Unwanted pieces are collected from customers on the same day as delivery eliminating the 14-30 day return window when pieces are left with customers to find time to return.
The uplifts you can expect vary by category and brand but we have enough case studies to provide a realistic expectation on the benefits you would expect. If you would like a more precise quote, please contact partners@harperconcierge.com and we'd be happy to provide further information to support your business case.
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