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Sandra Halliday Published
March 29, 2025
New Look has been ramping up its CX and logistics capability with news this week of two developments on the less glamorous side of the fashion industry.
The affordable fashion retailer has partnered with ParcelLab, the global provider of post-purchase customer experience software, “to enhance the post-purchase experiences for its online customers”.
It comes as part of a “wider drive to continue leading in customer-centric fashion. With the support of parcelLab, New Look will be enhancing the relationship with each individual customer by providing greater transparency and more personalised communications”.
It mean the retailer will be able to undertake direct communications with shoppers, including important information updates on the status of their orders, as well as making personalised and relevant recommendations to them on additional items they may be interested in based on previous purchase behaviour.
New Look’s e-commerce director Nick Ormerod said: “Having timely and relevant communication with our customers at this important stage of the purchase journey not only reduces the pressure on our teams internally — meaning that when an issue does arise, they can provide faster responses — but it means we are well positioned to drive greater loyalty and repeat purchases.”
Meanwhile, Wincanton has been appointed New Look’s supply chain partner. It will manage all national transport operations for the retailer under a new three-year contract, which begins in July.
It means Wincanton will provide “vital national transport services from the retailer’s national distribution centre in Newcastle-under-Lyme to replenish stock at New Look’s 400 stores situated in towns and cities across the UK and Republic of Ireland”.
It will also support the company in deliveries for click & collect services. This channel has seen continued growth at the retailer in recent years, with an increase in click & collect as a mix of online order types improving from 17% in early 2025 to 31% thanks to recent investments.