A lot of businesses like to throw about the word ‘innovation’ until it has lost all meaning, but at DRL we are very clear on the purpose of innovation: to keep our customers and their needs at the centre of our business.
Since DRL acquired Expert Logistics in 2009 the changes we have made, and will continue to make, to their business operations and IT systems are going to have a major impact on the industry and the way customers buy online. We will drive up the industry standard and provide customers with a level of control over online orders that has not been seen before.
Some of the changes we have already been able to make to our proposition as a result of this include:
With so many products to choose from, how do you know you are making the right choice for you?
DRL partnered with social commerce experts Bazaarvoice in 2009 to allow customers to leave honest and unbiased product reviews, meaning other customers can make their decision based on the opinions of people like them. Customers on all of our websites have access to over 20,000 reviews, which are aggregated through our dedicated review site Appliance-Reviews.co.uk.
This has become so central to how our customers buy online, that we have completely changed the way consumers can search for products on Appliance Reviews. Rather than searching by product features, customers can now navigate on the opinions of people like them. For example they can search for products that people with a big family liked, or people of a certain age group.
For a lot of consumers, buying a big ticket item such as a kitchen appliance online is a big risk without actually having seen the appliance. The Appliance Reviews impartial review videos remove the need for customers to go in store and gives them the confidence to buy online. Within our purpose built studio, we aim to film every single product we sell, making our customers journey as simple and safe as possible.