Member Article

Misspap Hires PRWD to Lead Customer Experience Strategy

Liverpool-based fashion retailer Misspap, known for their celebrity collaborations with Megan McKenna, has selected PRWD to build a scalable foundation for their digital strategy and help achieve business growth projections.

Conversion optimisation is seen as fundamental to the continued growth Misspap, as they seek to gain more market share in the increasingly competitive ecommerce sector through a best-in-class customer experience.

Having conducted a number of A/B tests in-house, Misspap understood the need to bring in external expertise to develop their optimisation strategy to realise their aspiration of being a truly customer-centric retailer.

Having already worked with a number of the UK’s leading multi-channel fashion retailers such as Moss Bros, Schuh and The North Face, PRWD’s experience and respect amongst the online fashion industry was instrumental in their selection.

PRWD - regarded for their strategic approach to conversion rate optimisation - will first build up Misspap’s analytics suite to connect them with their loyal customer-base. PRWD’s Growth Methodology™ is built with insights from user research, data and psychology principles, which inform design and UX inputs, to generate tests with a high success rate and which significantly improve the customer experience.

Chris Finnegan, Head of Customer Experience and Business Change at Misspap, says: ‘This is an exciting time at Misspap as we continue to experience massive growth in the highly competitive market of online fashion. Our focus for the past year has been investing in our operations to build a scalable and sustainable infrastructure which can cope with the demands of a rapidly growing fast fashion retailer. We are pleased to say we now have a fully automated fulfilment operation, a robust issue management tool in Customer Services, and a world class team to deliver customer promises. This combined with our offering of great products at affordable prices, fantastic celebrity partnerships, and strong marketing and branding, is generating strong demand for MissPap merchandise. Now that we operational infrastructure, our attention has now turned to site conversion, and our partnership with PRWD to optimise our site through a CRO programme is just the beginning of a very bright future!’

Paul Rouke, Founder and CEO of PRWD, says: “Throughout PRWD’s first twelve years, we have been privileged to be approached by innovative, high growth young businesses who are the epitome of “innovators and early adopters”. Misspap continue this trend, and I am genuinely delighted that they have selected PRWD to deliver their new conversion optimisation strategy. Their dedication to developing a business culture that wants to position the customer at the heart of their offering, and investing in resource to achieve this goal, positions Misspap in the top bracket of emerging UK retailers. Knowing how far they have come prior to appointing us fills me with huge excitement about the growth journey we are going on with them.”

Chris McCormick, PRWD’s Head of Optimisation, says: “This is a great opportunity for both brands. Misspap have got lofty ambitions within the retail market, and it is great that they have recognised the need to invest in optimisation with PRWD as they look to steal a march on their competition. I know Chris well from my time at Shop Direct, and he understands the importance of using testing and insight in order to drive customer led ecommerce improvements.”

This was posted in Bdaily's Members' News section by Rachel Whelan .