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.”

How do they achieve the goal of being a premier luxury brand with high-end designer?

Exclusive designers and products, luxury high-end brands, clear imagery along with runway shots (as well as merchandise), user friendly website, extensive product description along with suggestions on how to wear the product.

Brand Awareness

Sebba explains that many were and are still reluctant to sell to an ecommerce site despite being the world’s premier luxury online retailer. Some initial supporters included Jimmy Choo and Anya Hindmarch but still there is an association among some designer that ‘online’ means ‘cut-price’.

“We offer brands a marketing partnership and we are great supporters that all of them should have their own transactional sites, so they can show the brand in their own way,” says Sebba.

Net-A-Porter brands are displayed along side other designers giving the customer and the brands an innovative way to view products. Brands are being merchandised along their peers and Sebba says that the response is really strong among customers and brands. 

The EDIT

Through the EDIT the online magazine. Fashion stories are untold and bring to light trends and designers within the website. Being that the magazine is also online you can easily shop the magazine. The EDIT creates a strong brand awareness via its strong editorial writings about designers, new product, and innovative trends and thinking. 

Spreads include: An Editor's Note, The List - top ten trending places, people, things, and fashion items right now, Cover Story, Style Rethink, The Interview, Beauty, Travel, Boost, and of course Shopping the Magazine! 

Explore The EDIT

The FASHION FIX

Net-A-Porter is taken wave of capitalizing on blogs and using this platform to raise brand awareness. The FASHION FIX, Net-A-Porter’s blog, features insight from Net-A-Porter buyers and editors. On the FASHION FIX, customers see the backbone of the company by delving into the what’s going on in the minds of the buyer and editors. Customers can gain knowledge on products and designers and have easy access to Net-A-Porter’s Twitter, Facebook, YouTube, Magazine, and iPhone and iPad applications.

Get your FASHION FIX here...

Some More Current Content...

NAP LIVE

Net-A-Porter LIVE shows how many people are online at that time and what they are buying and adding to their wish lists and shopping bags. It also shows you where in the world they are which can give an interesting advantage to see what is trending in different countries and regions.

Explore the World with Us on NAP Live

PREMIER SHIPMENT SERVICE

“Another key decision they have made is to do as much as possible in-house, which includes operating their own delivery vans for customers in London and Manhattan.” – Mark Sebba 

APPS 

The Net-A-Porter APP gives the customer access to shopping and magazine content all around the world 24/7. The APP not only holds your account information with your wish list, shopping bag, credits, and credit card information accessible for you at to have a fluid purchase but it also allows you to contact style advisors on fit and size. Updated every Monday and Wednesday, the free Net-A-Porter smartphone application is another innovative way the company has expanded their presence within the fashion and retail industry.

Luxury Fashion on the Go...

FACEBOOK 

Facebook has become the social media voice of our generation. With millions of visitors a day, it is crucial for a company to expand their online presence through this particular forum. The Net-A-Porter Facebook page offers everything from employee favorites, trend information, and even surprise sales for their Facebook friends. Net-A-Porter’s Facebook page doesn’t over whelm the customer with strictly merchandise based posts but lures in veiwers by posting from editorials, magazine (many within Net-A-Porter), and just any that would speak to the Net-A-Porter customer. Not only does this generate a larger profit for the company it furthers the consumers knowledge of the company.

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STYLE ADVISORS 

Style Advisors an be used to ask inquires about products fit and size or how to where an item.

Need One-on-One Advice?

Integrated Marketing Campaign

 

Timeless Treasures and Curated Works of Art

This campaign highlights the true essence of Net-A-Porter’s “edit.” Like artist, designers featured on Net-A-Porter strive to create product suited for their customer’s desires with style, fit, and make. Timeless Treasures and Curated Works of Art highlights curated pieces by Net-A-Porter’s editors and buyers.

Being featured on The FASHION FIX and in The EDIT this campaign will be available “to shop!” Emails will be sent out as well as updates on Facebook, twitter, and instgram to highlight Timeless Treasures and Curated Works of Art