Since embarking on a strategic alliance with Lipscore in 2018, Scorett has optimized its approach to capturing customer feedback. “We take great pride in the feedback from Lipscore, knowing it’s from verified buyers,” says Vidar Tirèn, E-commerce Manager at Scorett. Explore how Scorett’s fruitful collaboration with Lipscore, coupled with the integration of the Voyado loyalty club, has significantly reduced return rates, increased conversion rates, and elevated response rates, setting new benchmarks in e-commerce engagement.
Nestled in Sweden’s fashion-forward landscape, Scorett stands out as a hallmark of quality and innovation. Evolving from a modest independent chain to one of Sweden’s premier shoe retailers, Scorett offers a diverse collection of trendy footwear, complemented by a range of shoe care products, accessories, and home decor. Their commitment to blending style with comfort has not only satisfied consumer demands but also earned them prestigious accolades, including the Career Company of the Year in 2020, Jetshop’s Store of the Year in 2019, and the Omnichannel of the Year at the 2018 Habit Fashion Gala.
The seamless integration of Lipscore in 2018, recommended by Norce, was an ideal choice for Scorett, perfectly complementing their vision. Ever since Scorett has transformed its e-commerce experience, significantly benefiting from authentic customer feedback that has become a key persuasive factor for online buyers. Vidar explains “It`s nearly impossible to run a successful e-commerce operation of scale without customer reviews”. This understanding of customer feedback ensures the quality and reliability of their offerings, resulting in a rating of 4.6 out of 5 stars across their product range.
Scorett’s success lies in its deep-rooted expertise in footwear, cultivated since the 1980s. This expertise, coupled with exclusive brand ownership and long-term supplier relationships, has allowed Scorett to maintain control over quality, offering a distinctive advantage over competitors. Their focus on quality, and innovative launches like their lightweight sneaker series, underscores their commitment to staying ahead in the fashion game. Recently Scorett released new shoes for STENK, their product line. “It will be exciting to see how our customers receive the new products through Lipscore ratings and reviews”, Vidar adds.
In the first quarter of 2024, Scorett experienced a significant leap in response rates, doubling from the same period in 2023. Transitioning the focus of their initial email from a broad query about the shoes to a specific question about product receipt not only streamlined the review process for customers who confirmed delivery but also efficiently directed those with delivery issues to customer service. This minor yet impactful change significantly boosted engagement and underscored the power of tailored communication in enhancing customer interaction.
Scorett`s adoption of Lipscore has brought about significant improvements, especially evident in the reduction of return rates due to Product Attribute reviews. This feedback tool has empowered Scorett to refine product descriptions and sizing guidelines, enabling customers to make well-informed decisions. “For example, if feedback indicates a shoe fits larger than expected, Scorett advises potential buyers that the shoe runs large, suggesting they might consider a smaller size”, Vidar says. This approach has been instrumental in lowering return rates in the first quarter of 2024 compared to the previous year, affirming Lipscore`s impactful role in enhancing customer satisfaction and operational efficiency.
Utilizing their Voyado loyalty program, Scorett sought to increase the ratings and reviews beyond their website’s contributions. They explored integrating in-store purchase feedback into their online platform via Soulmates, their customer club. By collecting contact information through the club, Scorett could email customers for their product opinions, significantly boosting the volume and breadth of feedback, and thereby enriching the insight into their wide product selection. Vidar adds that “Products with more ratings and reviews have a higher conversion rate”.
As Scorett continues to harness the synergy between Lipscore and Voyado, they are set to further expand their reach and influence in the retail space, exemplifying their innovative approach to building a comprehensive customer feedback loop. In addition to remaining committed to delivering shoes, Scorett also delivers a statement of style, comfort, and sustainability for every walk of life.
