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.
- 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.
- .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.
Shipup allowed us to maintain this connection at the most delicate moment: delivery.
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:
- 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.
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