How Nude Project improved its NPS by 30 points above the e-commerce average
By ensuring proximity with its customers after the purchase
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Challenge & Solution
The challenge
An overwhelmed customer experience team: after the purchase, customers received impersonal carrier emails, which created frustration and increased delivery tickets
An experience cut from the Nude Project DNA: The post-purchase silence broke the emotional link and gave an image that was out of step with the creative and authentic universe of the brand.
The solution
100% Nude Project post-purchase communications : Tracking pages and notifications with playlists, podcasts, and custom icons (like a “broken heart” package in case of an incident) have transformed tracking into a true brand experience.
Less stress, more loyalty : The NPS jumped to 82 (+30 points above average), WISMO tickets fell and the CX team was able to focus on what really matters: strengthening the community and encouraging repurchases.
The impact of Shipup
82
NPS
+30 points
+70%
post-purchase email open rate
The challenge: Maintaining customer engagement after purchase
Nude Project doesn't just sell clothes, it's building a movement based on creativity and authenticity. Les customers feel deeply connected to the brand and its values.
But after the purchase, this link was broken:
- Once the order was placed, communication switched to generic emails carrierr, breaking the tone and brand experience.
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- Customers lacked visibility on the progress of the delivery, especially in the event of a delay. This breakup created frustration and a Increase in WISMO tickets (“Where is my order?”), placing unnecessary pressure on the customer experience team.
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- .In a brand universe where every detail counts, this post-purchase silence seemed irrelevant, and left customers at a distance at the most critical moment in the relationship.
“My priority is to ensure that every customer touchpoint, even after the purchase, stays true to our brand values.
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Shipup allowed us to maintain this connection at the most delicate moment: delivery.
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We now offer an emotional, transparent and consistent experience, building trust and loyalty.”
The solution: Recreate the link throughout the delivery
To regain control over the post-purchase experience, Nude Project deployed Shipup to make delivery as intentional and in line with the brand as the website or social networks.
With Shipup, the delivery journey has become a natural extension of the brand universe, and not a breakup:
- One fully personalized tracking page, hosted on the Nude Project site, highlights the new collections, a link to their podcast and their Spotify playlist, turning a utility page into a real high-value brand experience.
- This tailor-made experience not only improved transparency, but also stimulated repeat purchases, exposing customers to what's new when they were most engaged and excited.
- Notification emails now include custom icons for each delivery stage, like a package with broken hearts in the event of an incident, bringing personality and empathy to each interaction.
- The Shipup integration also gave internal teams better visibility into carrier performance and delivery incidents, allowing for proactive management and clearer communication.
Nude Project has transformed delivery updates into a strong new chapter in the customer experience that is always consistent and reassuring.
“Our goal has been to turn each delivery stage into a clear, empathetic, and visually aligned experience at Nude Project.
We have made post-purchase communication useful, human and identity-promoting.”
Future prospects: An ever more personal and engaging post-purchase experience
Nude Project continues to invest in enriching the emotional dimension of its delivery communications, in line with its creativity and authenticity:
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- The team is working ons more expressive notifications thanks to GIFs and icons.
- Of new communication channels are added to adapt to the increasing use of mobile phones, in particular Apple Wallet Order Tracking.
- The upcoming integration of Service Delivery Estimate (SDE) will bring more accurate, AI-based delivery estimates directly to product, cart, and checkout pages, reducing customer anxiety.
- The team plans to Better highlight positive reviews, by redirecting happy customers to Trustpilot after the automatic collection of feedback via Shipup.
Every post-purchase message is seen as an opportunity — not only to inform, but also to connect, amaze, and build long-term loyalty.
How other teams use Shipup
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Founded in 2019, Nude Project is a Spanish streetwear brand that is redefining post-purchase innovation. Beyond its bold designs, it focuses on loyalty through premium post-purchase experiences, transforming delivery into seamless brand moments that extend the lifestyle it embodies.
