Customer Relationship Management

How does Net-A-Porter offer to consumer to maintain that relationship?

Customers of Net-A-Porter are used to being addressed by their name whether it be on the website itself or through various editorial emails sent to subscribers. Net-A-Porter prompts when your wish list is selling out so you can know if you want to buy the item or not. Standards of service at Net-A-Porter and the way products arrive to the customer, beautifully packaged, have really added to its offer. An standard order from Net-A-Porter would not arrive to the customer without looking like a beautifully packaged gift. 

“We have a huge operations department and we are seeking to achieve service levels that are very testing indeed,” Mark Sebba says. “99% of deliveries are dispatched within 24 hours of the order being received.”