When Lidl personalized their delivery to build loyalty, they saw an 85% increase in traffic
New touch points per customer
%
Customers returned to the web shop
%
Made a repurchase
New touch points per customer
%
Customers returned to the web shop
%
Made a repurchase
%
Increase in basket size
Lidl’s mission is to offer customers the highest quality fresh produce with the best possible service.
In 1973, the first Lidl store opened in Ludwigshafen, Germany.
With only three employees and about 500 products, this small store became the foundation of Lidl’s far-reaching expansion.
Now, Lidl operate around 11,200 stores in 32 countries.
Branch:
Retail
Online Revenue (2019)
USD $931 Million
Logistics Partner:
DHL, Hermes, DPD, GLS, IDS…
Lidl’s mission is to offer customers the highest quality fresh produce with the best possible service.
In 1973, the first Lidl store opened in Ludwigshafen, Germany.
With only three employees and about 500 products, this small store became the foundation of Lidl’s far-reaching expansion.
Now, Lidl operate around 11,200 stores in 32 countries.
Branch: Retail
Online Revenue (2019)
USD $931 Million
Logistics Partner: DHL, Hermes, DPD, GLS, IDS…
THE GOAL
Increase customer loyalty
Lidl knew that their post-sales experience needed to be improved to achieve their goal of boosting customer retention.
The team recognized the importance of keeping customers updated, from checkout to delivery, with branded and proactive touch points. That’s why they identified parcelLab’s platform as the best solution.
Christoph Wagner,
Test Manager
“If you attach great importance to continuously improving the shopping experience, you show your customers respect.
And that’s a very fundamental part of our business.”
OUR SOLUTION
Automated post-sales communication
The parcelLab platform provides Lidl’s customers with automated, personalized shipping messages and an integrated Order Status page.
These real-time updates include targeted, high value content that maximize engagement.
The platform is fully white labelled, so all touch points are branded with Lidl’s familiar tone and style, and all traffic is driven back to their online shop.
THE RESULT
Deliver an engaging and exciting customer experience
By leveraging the parcelLab platform, Lidl has expanded their loyal customer base.
The proactive post-sales emails they send keep customers informed every step of the way.
Their targeted messaging adds value and leaves a lasting impression on customers, who become confident to reuse Lidl’s online shop.
Impact in numbers
%
Customers return to Lidl’s web shop via “Track my order”
%
Made a repurchase
%
Increase in basket size
New personalized touch points added
%
Customers return to Lidl’s web shop via “Track my order”
%
Increase in basket size
New personalized touch points added
EXPERIENCE MORE
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Access some examples of post-checkout touch points from our customers. Experience outstanding Operations Experience first-hand.
EXPERIENCE MORE
Want a preview?
Access some examples of post-checkout touch points from our customers. Experience outstanding Operations Experience first-hand.
