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Delivery notification emails from retailers offer increased customer engagement opportunities
Retailers and brands who outsource post-purchase updates to third party fulfilment or courier companies could be missing out on valuable customer engagement opportunities , according to the latest research from Scurri , a nextgeneration delivery management platform .
Original research of 1,000 UK consumers in its Getting personal in the last mile and beyond report , reveals that 81 % always open delivery updates from a retailer or brand , while less than a fifth ( 38 %) always open unbranded updates detailing the progress of their delivery .
The report highlights that unbranded delivery updates risk eroding trust among shoppers , who are increasingly intolerant of bad customer experience , with 69 % of
respondents indicating they are wary of third party delivery updates as they think they might be scams – increasing to threequarters ( 76 %) of Gen Z shoppers .
Additionally , 53 % of respondents find receiving unbranded updates from a carrier or courier company confusing as they don ’ t always know which order it is referring to – increasing to 65 % of Gen Z and millennials – indicating lost opportunities among prolific and online-first shoppers .
“ The standout finding is that customers will open emails if they are from the retailer or brand as distinct from a third party courier or carrier . And , while fulfilment companies can also start to personalise updates , there still appears to be no better or more impactful solution than direct communications from the retailer ,” said Rory O ’ Connor , Founder and CEO , Scurri .
re : act bolsters production offering with acquisition of Split Image
Leading digital marketing agency , re : act , announced its acquisition of photographic and video production studio , Split Image , as the studio becomes part of the re : act Group . The strategic acquisition will help re : act support client campaigns that increasingly utilise both offline and online content .
re : act has worked with Split Image over the last two years on a variety of production and content briefs for clients . The ability to now shoot all content across on and offline will allow re : act to continue to work on TVCs , long and short form content , model shoots , product shoots and live content shoots in house .
Combined with re : act ’ s paid media , influencer contracting , content creator partnerships and community management services , the updated offering will help provide current and future clients with a full-service experience from creative ideation to execution . This will allow clients to work with an agency who can provide content that is built and designed for both on and offline , keeping digital at the forefront of it all .
As re : act ’ s first acquisition , it builds upon the agency ’ s exciting growth ambitions and comes following a wave of recent senior leadership hires .
Tom Stone , Managing Partner of the re : act Group , will now take direct responsibility for overseeing Split Image . This move is full circle for Tom who began his career at Unilever more than 10 years ago . x
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