Ingrid

Is your retail brand shifting focus from top-line growth to profitability? Do you want to achieve the best customer experience in delivery and returns in the most profitable way for your brand? ⚫ Insights gained from conversations with 45 of the UK’s top retailers during Harper and Ingrid’s breakfast series on delivery and returns pricing strategy; ⚫ An analysis of the delivery and returns offerings from 100 of the UK’s top retailers; ⚫ Data from over 130 million deliveries carried out on Harper and Ingrid’s platforms. No fluff. Just real industry insights and stats. Download your free copy in the comment below. #ecommerce #retail #retailing #UK

What makes a blast of an e-commerce event? Insights, ideas, and a great company. Massive shoutout to Voyado for Love Generation 2024 in Oslo 🖤 All of us here are dedicated to helping the retail industry create relevant, meaningful experiences for consumers — easily and flexibly. Our mutual goal? To help build a loyal customer base that keeps coming back, so loyalty discussions were quite a big topic. Everyone got a great opportunity to join a panel discussion featuring Kappahl Group, IKEA, Boots Apotek, Parfym.se, and VITA, as the brands shared insights on building customer loyalty programs, tackling the challenges of enhanced security to protect member data, and mastering the art of creating seamless omnichannel experiences throughout the shopping journey. Many great thoughts on how the customer journey in the retail industry can be strengthened through the use of advanced technology. Our team's so grateful to everyone who attended and joined our networking fun, as well as our co-sponsors Vipps, Lipscore Real Reviews, and Sitoo. Also, Voyado's claw machine, hello? Where can we get one and what should we put inside? Kristian Sonnenberg, Linda Rosendal, Tobias Fredriksson, Siri Nordhagen, Andreas Solbakken, Peter Christiansen, Lina Hasic, Felix Kruth, Arash Gilan, Beate Sundin Trollvik, Michael Jerlin, Andreas Sjölund, Rebecca Nelson, Martin Persson, Joel Savilahti 🫰 P.S. Want to talk about increasing customer loyalty through your delivery and returns experience? We've got something for you 👉 https://lnkd.in/g7dR-QeV

Improving Customer Satisfaction and Profitability with Delivery and Returns Last week, I spoke with several Centra clients about the increasingly critical role delivery and returns play in shaping both customer experience (CX) and profitability. As these touchpoints grow in importance, refining strategies in this area can lead to significant business gains. Thanks to insights from Harper and Ingrid, here are my top five picks from their report that any e-commerce brand can implement to drive customer satisfaction while increasing profitability: 1. Offering Multiple Delivery Options: Brands that provide a range of delivery choices (e.g., express, standard, sustainable) see checkout conversions rise to 60%, compared to only 47% for brands with a single option. Flexibility directly boosts sales by catering to varied customer preferences. 2. Concierge Delivery Increases Transaction Value: Harper’s “Try Before You Buy” service enhances the customer experience and boosts Average Transaction Values (ATV). It also allows for immediate returns of unwanted items, minimizing the impact of returns and enabling quicker resale. 3. Click-and-Collect as an Untapped Opportunity: Although only 32% of UK retailers currently offer click-and-collect, 69% of shoppers use it. Implementing this option reduces last-mile delivery costs while offering customers added flexibility. 4. Charging for Returns to Protect Profit Margins: Research shows that charging a modest return fee has not led to reduced return rates. This helps cover the costs of handling returns without negatively impacting overall sales, preserving profitability. 5. Optimizing Free Shipping Thresholds: Setting a free shipping threshold slightly above the average order value (AOV) encourages customers to add more to their cart, boosting total sales and absorbing shipping costs effectively. #CX #Delivery #Lastmile #Experience #Ecommerce #headless. Liam Young Piotr Zaleski

What does the future hold for e-commerce delivery and returns? We asked a fortune teller — literally 🔮 Last week, we celebrated our new office in downtown Stockholm with tarot and crystal ball readings, a custom photo booth, and the best crowd in the city. Our team's grateful to everyone who joined us and made it happen. The tarot cards may have predicted the future of e-commerce, but we think it’s safe to say... the night delivered. 📍 You can now find Ingrid's HQ at Sveavägen 34, Stockholm.

What’s the real secret to winning over UK consumers? It’s not just about fast delivery or great products anymore — it’s about offering seamless, hassle-free returns 🇬🇧 In the UK, returns have quickly become the hottest topic in e-commerce. With tracking systems already optimized, retailers are now turning their attention to the real challenge: making returns as effortless and stress-free as possible. With 82% of shoppers preferring to return items at a service point or in-store, retailers are rethinking their approach to make returns as smooth as the purchase. Many are also improving sizing accuracy and exploring charging for returns to reduce return rates. While free delivery is still popular, 30% of British consumers are willing to pay more for faster, more convenient delivery options. It’s clear that convenience often outweighs cost when speed and flexibility are on the line. Speaking of flexibility, having multiple delivery choices is more important than ever. UK shoppers want control over how and when their packages arrive. Whether it’s next-day delivery, click & collect, or eco-friendly options, consumers expect choices that fit into their busy schedules. Retailers offering a range of options have seen up to a 60% increase in checkout conversions, proving that flexibility is key to satisfaction. Sustainability is another growing priority for UK shoppers. With 37% of consumers choosing eco-friendly delivery when available, offering green options is no longer just a bonus — it’s a necessity for brands looking to stay competitive and meet rising expectations. British shoppers demand more than just good products — they want variety, convenience, and sustainability at every touchpoint. The delivery and return experience is just as important — if not more — than price.   Retailers that provide a fast, smooth, and personalized journey from checkout to returns will be the ones to thrive in this dynamic retail environment 🚀 Is your returns process ready to take on the UK market? #retail #ecommerce #UK #returns 

Con 👏 gra 👏 tu 👏 la 👏 tions to our CEO, Piotr Zaleski, for being named a finalist in Sweden's Breakit SaaS Summit 2024 awards as SaaS Leader of the Year! 🏆 We're in the best company — big shoutout to the fellow category finalists Erica Sandelin Ekelund (Voyado), Louise Barnekow (Mynewsdesk), Oscar Höglund (Epidemic Sound), and Sarah Lee (Stravito). Read more about the award, categories and nominees here (in Swedish) 👉 https://lnkd.in/gqNCeZNV

Are outdated delivery and returns strategies holding your business back? Our latest Delivery & Returns Pricing Strategy Report 2024, in partnership with Harper, reveals how to turn logistical challenges into growth opportunities. Combining insights from the UK’s top 100 fashion retailers and over 130 million deliveries, this report highlights the trends and strategies that are redefining customer expectations in e-commerce. Key findings include: 🔍 Beyond speed & cost: 35% of shoppers prioritize convenience and flexibility over fast or cheap delivery options. 🌱 Sustainable choices: 37% of UK shoppers have used a ‘green’ delivery option, reflecting a growing trend towards eco-friendly solutions. 💼 Boosting conversions: Brands offering multiple delivery options achieve a 60% checkout conversion rate, compared to just 47% for those with a single option. 💸 Delivery fees & thresholds: 59% of UK consumers expect free delivery, but 30% are willing to pay for delivery when value is added. 🔄 Returns as retention tools: 68% of customers prefer pre-paid return labels, transforming returns into an opportunity to enhance loyalty and boost Customer Lifetime Value. Curious to see how your brand stacks up? Download the report to uncover practical strategies that will help you elevate your e-commerce game and meet evolving customer expectations. 🔍 Get your free copy here ➡ https://lnkd.in/g7dR-QeV #ecommerce #delivery #retail #retailtrends 

Is tech complexity holding back your retail success?  The playbook for Unlocking Hidden Revenue with a Seamless Delivery Experience Platform What if replatforming your retail operations was like fitting your brand with a brand-new suit, perfectly tailored for the new era of global retail? Learn how Paul Smith achieved it by leveraging Ingrid's Delivery Experience Platform. The iconic brand, known for its eclectic style and impeccable tailoring, was facing challenges with fragmented systems, missed sales, and operational inefficiencies. The playbook for creating delivery experience ✅ #1 Offer a dynamic delivery promise based on postcodes and product availability ✅ #2 A/B test prices for your deliveries and returns ✅ #3 Tap into in-store inventory for fulfil online sales ✅ #4 Offer the possibility for customers to Click & Collect ✅ #5 Be proactive and on-brand in your post-purchase communication ✅ #6 Offer a self-service returns and exchange portal ✅ #7 Gather everything in one seamless and modular platform with exceptional uptime ✅ You’re good to go! For Paul Smith - so far (!)  - this has resulted in 👇 ✅ Reduced WISMO by 84% ✅ Increased weekly revenue by 10% per store ✅ Lower technical complexity, meaning shipping more value Now, Paul Smith has a brand new suite for scaling globally with a streamlined, omnichannel platform that elevates customer experience while cutting IT and shipping costs. It’s all thanks to great partnership and collaboration between Paul Smith, Ingrid and Centra.

It's a wrap for Ingrid Fest 2024! ✨🖤 This year, our annual Ingrid Fest took us to the streets of Copenhagen with the theme "Embrace Uncertainty" — and that’s exactly what we did! For 3 exciting days, nearly 100 of our employees across countries and offices spent time learning, exploring, and bonding with fellow Ingridients. With lots of surprises, we certainly embraced the unknown and persevered through unexpected turns of events -- like biking in a near monsoon! Highlights included a chat with our customer Vinoteket.se, a retail safari to visit customer stores like GANT, Samsøe Samsøe, and Paul Smith, a cross fit-style workout and the infamous rainy scavenger hunt bike ride. We capped it off with a dinner, awards ceremony, and party to celebrate our growth and amazing colleagues who are a part of it. Stay tuned as we continue breaking boundaries and thank you all Ingridients for another unforgettable Ingrid Fest edition!

Last week in London our very own Elin Hammenfors took part in a panel discussion in the Ikea store hosted by Swedish Chamber of Commerce for the UK . The panel was moderated by Kate Hardcastle MBE and included Henrik Nordvall of H&M, and Kari Rodgers from Primark and the focus was on the customer journey within an omnichannel environment and the significance of aligning brand values with new initiatives. Primark's recent click and collect launch was a highlight, showcasing their commitment to improving accessibility, a goal shared with IKEA. The conversation underscored the growing recognition among retailers that an exceptional delivery experience and a diverse delivery offering are essential for success, particularly for international brands. Many thanks to the Swedish Chamber of Commerce for the UK for organising this insightful event. A shoutout to Radek Dranikowski for capturing Andreas Sjölund & Elin the moment with his photography! #Omnichannel #CustomerJourney #RetailInnovation #BrandValues #Accessibility #ThankYou