Boohoo’s current sales techniques have an impact on the customer. Having flash promotions and sales means the customer can get not only clothes for cheaper but can take advantage of reduced delivery which they wouldn’t always have been able to take advantage of which will make them content. Having the style tips section means the customers can almost be styled but it’s online and it will help them to either choose what to wear with the product or other products that are similar. Having the models modelling the products on the catwalk means the customer will be able to see what it looks like properly and will be more likely to buy it.
Boohoo’s current customer service has an impact on the customer. The query forms can take up to 48 hours to get a response; this impact on the customer as they may need an urgent response so having to wait might make them take their loyalty elsewhere. The twitter help team respond reasonably fast; this impacts on the customer as they are likely to have their questions answered and be given solutions almost instantly. Also Boohoo having someone friendly who seems to care helping the customers will mean customers will be happy to continue to shop with the company and recommend to other people they know.
For Boohoo to excel they should change their refund policy as it is a short period of time to be able to return something which may put off customers. They could also add an online chat button where they can get instant answers to any queries and get style advice from someone. As said earlier they could have sizes under a size 6 and buy smaller sizes in a larger quantity as then they will expand their customers.