Here are the latest trends summarized for you by the expert for after-sales customer experience.
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Logistics
DHL NO LONGER DELIVERS BY DELIVERY
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The logistics provider is responding to the Corona crisis. Customers who insist on delivery being acknowledged will have to do without their parcel altogether, reports Smartdroid.de. DHL is also currently no longer delivering shipments paid for by cash on delivery, requiring them to be picked up at a branch office.
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AMAZON INTRODUCES NO-RUSH SHOPPING
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To prioritize people in need, the e-commerce giant is trying to decelerate logistics elsewhere, reports Futurezone.de. The means to this end is “no-rush shipping.” Prime customers who voluntarily wait a few days for their order are compensated with a credit of three dollars per order. This can then be used for purchases of digital products such as audio books or movies.
ONLINE TRADE IS CHEERING A SECOND CHRISTMAS
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Parcel service provider DHL reports a significant increase in parcel numbers after a few weeks of Corona crisis. The number of parcels is now increasing daily and has already reached the level as in the pre-Christmas period, the “Nürnberger Blatt” quotes the logistics provider. Especially small retailers would now increasingly rely on the parcel service provider DHL, it says.
BEVH MAKES STRONG FOR CLICK & COLLECT
According to a report by Finanznachrichten.de the German E-Commerce and Distance Selling Trade Association (bevh) is calling on the states, cities and municipalities to uniformly allow stationary retailers to hand over goods using the contactless “Click & Collect” method. There is currently uncertainty among many authorities as to whether the collection of goods ordered on the Internet by customers in the vicinity of a store should be permitted as a collection service.
LIBRARY FIGHTS ORDER FLOW
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The bar range retailer and book wholesaler seems to be overrun by orders at the moment. At the same time, processes are slowing down because its own employees need to be protected from a Corona infection. As a result, delivery times are getting longer. Retailers should – like the Hamburg bookstore Lüders – proactively inform their customers about this.
Customer Experience
Why BRANDS NEED A CUSTOMER EXPERIENCE STRATEGY
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The latest “Adobe Digital Trends 2020” report shows: CX optimization is a top priority in nearly one in four German companies. For this reason, finding and retaining CX professionals is among the most important tasks in 2020. 26 percent are also planning further investments in AI and machine learning, writes Marconomy.de.
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CORONAKRISE: 8 TIPS FOR EXCELLENT CUSTOMER EXPERIENCE
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The spending restriction is bringing the economy to its knees and many people to online shopping. A good customer experience is more important than ever.
BVB: CORONA CONFIRMS CUSTOMER-CENTRATED THINKING
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Customer-centric thinking will be even more important for retailers after the Corona crisis than before, believes Matthias Zerber, head of merchandising at Borussia Dortmund. That’s because the disposable income of each individual will shrink as a result of the crisis. And accordingly, each individual will be more selective with their income, he is quoted as saying by Internetworld.de.
FARMY OPENS SUPPLY WINDOWS FOR PEOPLE IN NEED OF HELP
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The Swiss online grocer is now reserving delivery windows for people in Switzerland who belong to Corona risk groups due to illness or age, reports Horizont.net. In this way, the company wants to make a contribution to ensure the supply of the most vulnerable in society.
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ABOUT YOU-HOTLINE NO LONGER TELEPHONE
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In the Czech Republic and Slovakia AboutYou had to send all call center agents home and switch to email. However, this is working perfectly and no complaints are seen at all, AboutYou founder Tarek Müller told the OMR podcast.
HOW ONLINE TRADERS CAN SECURE THEIR BUSINESS SUCCESS DURING THE CORONA CRISIS
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In Germany, strict measures have been taken to contain the spread of Covid-19, with everyone nationwide being urged to stay home, maintain social distance and isolate themselves. So we already saw in the last week that non-essential stores had to be closed, which led to a huge increase in online orders.
Customer retention
BONUS WITH PAYBACK PAY
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Payback is seizing the moment to attract consumers to its Payback Pay mobile payment feature and build even stronger loyalty. For the contactless, “considerate behavior at the checkout” customers, who use Payback Pay, will be rewarded with double base points on the entire purchase in the next two months, reports Onlinekosten.de.
AMAZON EXTENDS RETURN PERIOD
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When fulfillment is at its limit, you have to create new capacity. This is what Amazon is trying to do with savings in returns handling and is extending the return deadlines until the end of May, reports Computerbild.de.
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