The Challenge
New Look is one of the most successful multi-channel fashion retailers in the UK. But like everyone, they have faced numerous challenges as a result of the COVID Pandemic.
As buying behaviour shifted from stores to online, New Look had to adjust its delivery options and pricing to meet customers’ new expectations.
In March 2021, New Look engaged Good Growth to help reassess their delivery proposition and evaluate whether it was driving the best value for the customer and for their business.
New Look wanted to understand how changes to customer buying behaviour might influence their delivery choices, and whether a better mix of delivery options could drive higher customer acquisition and long-term customer loyalty.