How Mango can improve its otherwise excellent ecommerce site

Mango is a Spanish fashion retailer founded on 1984 that now has more than 2,000 stores in 103 countries, 150 of which are in the UK.

Mango has also been operating its ecommerce site for around 15 years and it makes for an interesting study in highly innovative retail site design, but with areas that could definitely use an improvement.

Here we’ll take a look at what works on the site from a customer experience and usability point of view first, before highlighting where it could be more effective.

What do customers need from after sales emails?

It’s the beginning of a new month, which obviously means I’ve just been paid, which in turn means I spent much of the weekend buying clothes online. 

While that fact in itself isn’t particularly fascinating, it’s worth discussing the varying email follow-ups from the three retailers that received my hard earned cash.

Schuh, Selfridges and Mango used slightly different automated messages that ranged from excellent to just plain adequate.

Read on to find out how they fared, or for more on this topic read my blog posts looking at after sales email best practice from ASOS and how Reiss used email to lure me into browsing its summer sale.

How to lose friends and alienate people: Mango

Good customer services matters. A lot. And here’s why. 

I’m not a huge fan of ‘outing’ brands across such a well-read blog as Econsultancy’s.

However, I’ve been so utterly disheartened by my experience with Mango in recent weeks that I felt compelled to publicise it in the hope it might spring them into action (and educate other retailers on the mistakes to avoid).