Purchasing clothing online can be one of the most hazardous
experiences for both supplier and for consumer and the reason for this
is perhaps most exemplified by a cinematic legend. Winston Groom's
character Forrest Gump once said "Life is like a box of chocolates, you
never know what you're gonna get". Buying clothing online is exactly the
same, you really never know what you are going to get. This is
particularly true if the buyer has no previous experience or knowledge
of the brand they are contemplating buying which can be problematic to
say the least.
Why is buying clothing online so troublesome?
Clothing
is one of those commodities open to interpretation about sizing and the
"fit" of the garment for example in the USA the waist sizes are usually
attributed to the waist of the body of the wearer while in the UK the
waist size of the clothing refers to the garments dimensions and not the
person's body.
You can see where this may cause problems straight
away when buying trousers or jeans. One question is the brand American,
English or European?
Do consumers bother to ask themselves that question?
Of
course not and why would they? Consumers want solutions not obstacles
they want their requirements met with as little fuss as possible.
Consumers are not concerned with the intricacies of the way clothing is
engineered and to what specification.
In Germany large online
catalogue brands like Neckermann and Otto have actually built
multi-million Euro buildings to handle their customers returned goods.
The German culture is to buy three sizes of each clothing product, try
them on and keep the best fitting whilst returning the other two
products back to the catalogue company. This is cultural and engrained
to the point businesses account for this and evolve based upon this
methodology.
Large brands in the UK have also started practice
this measure and utilise on-site warehouses the size of aircraft hangers
to store and re-sort the returns back into for sales areas. This has
become much more prevalent thanks to the sharp increase in online
purchasing.
It could be easy construed that if the large
multinational brands in the clothing industry cannot secure higher
conversion of sales and less returns. What hope then have the smaller
players got to make sure they are not over loaded or worse still their
cash flow is impeded?
Speaking from the perspective of a workwear
clothing supplier we have often encountered online shoppers who are very
quick to send products back which they say don't fit. Taking out the
returns for faults from the equation as this would be a separate issue,
returns sent back because of the leg length or the waist sizes being
"wrong" are very common reasons.
We don't blame the customers as
the vast majority are genuinely victim to brands interpretations of
sizing and perhaps the large brands have spoiled them a little by
allowing returns sent back for any reason. For smaller businesses though
this can essentially put the problem and the cost back on to that
business. Some people believe this is simply a cost of running an online
business but there are ways to minimise the exposure to these costs and
problems.
We have all tried on clothing in shops and stores which
just didn't quite look right even though they were designated our size.
If you cannot physically see the goods and try them on before buying
then it's simple logic to expect a greater level of returns and the
large brands have written this contingency into their pricing structure
to cope with the higher percentages of returns.
The smaller
supplier does not have this elasticity in their business model to absorb
the costs or increase the margin as they predominantly supplier market
priced goods and not "own brand" clothing like the larger players.
Concentrating on the ecommerce websites, how can their service improve to limit the returns due to sizing issues?
The
answer is quite simple yet the execution can be extremely complex, time
consuming and expensive however if you view it as an investment your
clothing business may grow faster and the relevancy of your website will
increase many times in the larger search engines rankings.
We
live in an age when video and images make up a vast amount of shared
information on social feeds around the world for a very good reason, "a
picture paints a thousand words" which is an old Chinese proverb but one
that is more pertinent today thanks to Social media proliferation.
Utilising
images and video clips in your "buyers guide" portion of the website
along with descriptive unique text which explains the "fit" of the
clothing in very easy straight forward terms should serve to educate
those shoppers who want to make sure they have chosen the right
clothing.
Just writing a description will work to some extent but
if you can produce a video which allows people to see the clothing on
another human body it may well give them a clearer understanding and
allow them to make a more informed choice.
Every customer who
wants a jacket, pair of trousers or T-Shirt has a need, a requirement
and the aim should be to fulfil this need and reduce buyer's margin of
error based on sizing and representation issues.
One upshot to
this approach, as the web becomes more social and search engines
actively seek out social indicators to gauge how relevant a website is.
Couple this with the fact you produce videos and images which will help
consumers buy the right product you may in fact find your customers
share these snippets around amongst their social feeds. This will make
your site look quite popular while providing them with a much sought
after service and in return make the search engines view your site as
very relevant.
It therefore doesn't take much thought to start
contemplating what content to shoot, produce and also what direction you
should go with in terms of sharing. Here is a hint, what do you like to
see videos of when you check your Facebook or Google+ page?
As I
said it's a simple element however the execution could be problematic
due to time restraints, money, skills and the lack of familiarity to
editing software but the benefits could be huge both in terms of SERP's
(Search Engine Results Pages) and converted sales.
You can find
video editors who will work for scale but the best will always charge a
premium price, the best way would be to look for editing software like
Final Cut or Adobe Premiere to create your own content. These programs
are expensive but the capability to produce slick, informative well
rendered clips is an almost untapped market and one that will add value
to your website and to your brand equity.
Of course there will
always be the consumers who just buy clothing on spec with little or no
research and no matter what resources you make available they will spurn
or ignore them. All you can do is provide the most informative and
helpful content you can in order to reduce the amount of unnecessary
returns for your business. The concept will catch on and if you combine
the facilities with a communication mix you can tap a well that should
yield some fruitful returns and be so far ahead of the curve.
Grant Martin - Expert in Workwear. Stockists of Regatta
Clothing, Mascot Workwear, Carhartt, Dickies Workwear, Helly Hansen
Workwear, Timberland boots, Cat Boots, Cofra and many more Outdoor Clothing brands.
We
have worked for over 30 years in the workwear clothing field evolving
our business to meet the every changing trends and needs of online
consumers.