French beauty retailer L’OCCITANE has selected On the dot as their partner for their same day delivery service proposition ‘Ship From Store’ across the UK. The service has launched in London and, with plans to extend across the remaining 86 UK stores in early 2019, L’OCCITANE needed to find a partner with national scale and a large network.
“Today’s retailers need to offer customers a frictionless experience across bricks and clicks if they are to compete against rival online giants. Amazon’s growing monopoly across almost every retail sector imaginable is reshaping consumer expectations, pushing convenience and immediacy to the centre of every purchase decision. These are commodities that today’s customers are unwilling to forego. With our service that is uniquely underpinned by ten years of data, L’OCCITANE can rise above using delivery as an important differentiator to leverage sales and drive growth.”
– Santosh Sahu, CEO, On the dot
This news breaks just as Amazon have announced stepping up their business in the Cosmetics category with the launch of their own Find. Beauty range. Not only do Amazon want to own the cosmetics and beauty category (incidentally L’OCCITANE have a branded store on the Amazon marketplace), but they want to own the supply chain with their own products.
On the dot stood out for its scalability, on-time fulfilment commitment and customer communications through in-flight delivery notifications. Its technology integrates directly with L’OCCITANE’s website meaning customers can opt-in at the online checkout or even via an in-store portal accessible on a tablet, as part of the overall customer experience. Customers in London can now select a two-hour delivery window of their choice that day or the next day, between 11am and 6pm, 7 days per week.
With 40% of online shoppers saying they would pay an extra charge for same day delivery, L’OCCITANE is looking to delivery as a key strategic pillar in its mission to drive growth and increase market share in the UK and other major European markets including France, Germany, Italy, Spain and Switzerland.
This new service is part of L’OCCITANE’s existing commitment to providing premium customer experiences such as online advice via live chat channels, access to peer reviews on product pages as well as free samples and gift wrapping.
“Delivery is key in providing an effective 360 customer experience. We want to provide our customers with quick and efficient purchasing solutions. By teaming up with On the dot we are able to offer an unrivalled same day delivery service to any address within London, which is taking us to the next level of convenience.”
– Paco Ribagnac, Supply Chain Director, L’OCCITANE