How ME+EM used Harper to drive online growth whilst elevating their online customer experience.

Ciaran McClellan

Growth Director

“Harper’s service neatly combines online shopping with the luxury of the in-store experience, creating a new channel to ME+EM customers. The ME+EM woman works on a busy schedule so adding a luxury service that offers convenience made complete sense.”

^{Project Background}

ME+EM’s objectives were to elevate their brand positioning whilst driving online growth.

The Company‍

‍ME+EM is a modern luxury womenswear brand founded in 2009 to bring “intelligent style” to the market. The brand is one of UK retail’s biggest success stories, growing to become one of the UK’s largest brands over the last 15 years.

Project Background

ME+EM care deeply about their brand and considers the customer experience a key pillar in strengthening it. Today, customers can only shop the brand directly or a few select department stores such as Harrods and Selfridges. ME+EM partnered with Harper in 2020 to deliver the in-store experience to online shoppers, supporting growth whilst elevating their online customer experience.

Results

The partnership has been an huge success with the Try at Home service becoming an important service in supporting ME+EM’s growth ambitions whilst maintaining a luxury omnichannel experience. Harper’s Try at Home service gives customers the freedom to try-on a selection of styles and sizes without upfront payment or dealing with the hassle of returns. This combined with the assistance of a brand-trained sales associate has resulted in a significant increase in Average Transaction Values of 120% (post-returns).

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^{Partnership Results}

The Try at Home service achieved ME+EM’s objectives of elevating their customer experience whilst driving sales.

88 – Service Net Promoter Score

Harper’s Try at Home service has been received extremely well by ME+EM’s online customers and has received a “world class” Net Promoter Score of 88. The Try at Home service has enhanced ME+EM’s online proposition and is adding brand value whilst building brand loyalty through offering convenient and personal shopping experiences.

120% – Increase in Average Transaction Value

Harper’s Try at Home service gives customers the freedom to try-on a selection of styles and sizes without upfront payment or dealing with the hassle of returns. This combined with the assistance of a brand-trained sales associated has resulted in a significant increase in average transaction values of 120% (post-returns).

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^{Inspire Me}

The Inspire Me service has received high engagement, delivering incremental sales and delighting customers.

On top of driving incremental sales, the Inspire Me service elevates the online experience taking it from a transaction to a service. Customer feedback has been incredibly strong with customers enjoying how it brings discovery to their experience and encourages them to try styles they may not have selected.

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^{Stock Impact}

Stock is returned twice as fast with a Try at Home service helping to ensure returned items can be resold in-season, at full price.

In The Business of Fashion’s report on the true cost of returns, the highest cost associated with returns is the cost of discounting & liquidation due to returned stock not being able to be resold at full price. This highlights the importance of returns being returned quickly and in resellable condition. A Try at Home service is an effective way of ensuring this, since unwanted items are returned within 1 working day of the customer’s appointment versus up to 30 days for standard orders.

Average return time standard orders = 16.5 days (and up to 30 days)
Average return time for concierge appointments = 8.5 days‍

Integration Time

Scoping to launch

How did the implementation look like

3 Days

Development time to integrate the Magento 2 plug in

4 Days

Development time to add the service messaging

10,000+

Trusted by over 10K customers

Loved by customers...

Join thousands of happy customers now enjoying the benefits of shopping with the highest-rated last mile service on Trustpilot.

This was my first time shopping the brand so it was great to be able to use the Try Before You Buy service. This allowed me to order a few items without laying out all the money and seeking refunds for returns. A great way to discover the brand and I am very happy with my new items. Great idea I will definitely be using again.

James P

I used the Try Before You Buy service and it was quite brilliant. I ordered more items than I usually do and ended up purchasing three items that I loved. I had five days to make my decision which was more than enough time. So easy and saves having to wait for a refund. I just wish every brand offered this.

Stephanie S

My concierge was lovely and efficient, texting me to say when she was coming, then processing payment and giving great fashion insights all at a social distance. By trying on pieces at home, you don't need to guess if that top works with your jeans as well as your trousers - you can try it. And there are no queues at the post office for returns. An excellent service: time efficient, caring, and easy.

Hugo J

James P

Stephanie S

This is the future of shopping! An immaculate and faultless service: the choice of different sizes and colours to try at home with own wardrobe and only pay for what we keep, returns gone straight way. Delivered on time , completely hassle free by a super friendly and competent concierge. It’s a total winner!

Cher V

Hugo J

Pleasant, enjoyable service. I love using Harper as it allows me to try on styles at home, to pay for what I keep rather than have to get refunds, to not have to package up & go to a pick-up spot and involve my husband in what I’m considering.

Rose W

Harper is honestly the best thing since sliced bread. I worked long hours and having a charming, personalised shopping experience at the weekend is a superb pick me up. The assistants are helpful, funny and such a pleasure to interact with. I love love love this service!

Vibha J

This was my first time using Harper and I am so impressed. I was able to order and try on so much more than I normally would which enabled me to order multiple sizes and have the opportunity to try different styles. My concierge arrived on time, she was super professional and friendly, the clothes were well presented and I didn’t feel any pressure to make purchases. I would just love for Harper to represent more of the brands that I regularly use.

Paola B

Brilliant shopping experience without having to leave the comfort of my own home! Great to be able to have a one hour delivery slot, to try items on at home and to have items that were unsuitable returned and to be charged only for items I decided to keep! No annoying returns to deal with or waiting for refunds!

Chantal H

This is the first time I have used a concierge shopping service and having used Harper. I would definitely use them again. I love the fact that somebody comes to your house, will give you advice when asked and that one doesn’t have to pay up front for items that one knows will be sent back such as ordering in two sizes etc. Brilliant idea and excellent service.

Louise J

Using Harper to bring a handful of clothes to you door makes it so easy to try different sizes at home and only pay for the ones that fit or suit you. Good time slots and availability. Also so much better to style with what you have already rather than what you happen to have on. I’ve used them now for Victoria Beckham and Me+Em and hope they take on more brands.

Jessica V

Great experience – I picked several items, in a few different sizes, and was able to pick a convenient date and time to try-on at home. The time was set in a 1 hour slot so no waiting around/ uncertainty on what time the items would arrive. The dresses were well packaged and it was great to try on and home with various shoes and accessories.

Mariya T

First time using Harper Concierge, it’s a brilliant service. The ability to buy online, have someone bring them to your door, wait for you to try them on and give friendly honest advice.

Sarah H

Excellent convenience service. You can order items in different sides to try at home and style with your own clothes to be sure you will wear them. Just decide what to keep and return unwanted items to your concierge.

James G

I’ve used before and was very impressed. Natasha brought all my clothes to my door, I tried multiple sizes and items on and was able to try them on with items from my existing wardrobe. I felt very certain about my purchases and confident I would not need to return them. Will definitely use again.

Tereza M

Such an efficient and helpful solution when trying to select among online purchases. I opted for concierge assistance during my appointment, which eased my decision-making. Since I knew what was coming, I was able to prepare a couple of wardrobe items and styling accessories and quickly try on with them as well.

Katherine G

Another successful shopping experience. From booking your slot to paying it’s a great hassle free experience. It takes all of the indecision out of online shopping. Not sure of your size order a choice of sizes and Harper will deal with your returns for you. Can not recommend this service enough.

Sara L

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