Customer Experience Trends

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Customer Engagement

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SPORTSPAR PROFITS FROM EXCLUSIVE CRM

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60 percent of customers buy more than once from the online outlet for sports brands. This is due to sophisticated customer targeting via various online channels and print mailings, reports Horizont.net. 

>>Horizon.net

ZALANDO GENERATES TEN PERCENT OF SALES FROM CUSTOMERS

Investments in its "Zalando Plus" customer loyalty program are increasingly paying off for Berlin-based fashion retailer Zalando. According to the latest quarterly report, ten percent of the retail volume now comes from customers in the bonus program, can be read on Exciting Commerce. However, Zalando has recently cancelled services there and stopped the free returns collection for Zalando Plus customers. The reason: process problems. 

>> EXCITING COMMERCE

SHIPPING IS THE KEY TO CUSTOMER RETENTION

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The shipping phase is not taken seriously enough by many online retailers. Yet it is the key to customer loyalty and ensures that the customer remains loyal to the company in the long term.

>> parcelLab

ZOOPLUS FOCUSES ON CUSTOMER RETENTION

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By optimizing its pan-European logistics network, Zooplus has been able to generate savings that will now be targeted for investment in growth and customer loyalty. Zooplus CEO Cornelius Patt made this clear when presenting the latest quarterly figures. ibusiness.de quotes Patt as saying, "Significant potential still exists, however, in increasing the repurchase rate of new customers, which is a clear focus of our direct marketing approach and our overall product promise to the customer." 

>> iBusiness

Customer Experience

HOW ONLINE DEALERS MAKE THEIR SHOPS MORE ATTRACTIVE TO CUSTOMERS

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Trusted Shops has compiled five measures to help store operators improve the customer experience. Four of the five points relate to the after-sale: on-time delivery, less packaging waste, uncomplicated returns and good accessibility in customer service. 

>> Pressbox

Consumers LIKE GOOD CUSTOMER SERVICE MORE THAN LOW PRICES

Good customer service is very important to German consumers, shows the 'Customer Service Barometer 2019' study commissioned by  Armonia Germany. Almost all of the 1,000 consumers surveyed said that service strongly influences the company's image as well as their own purchasing decisions. A favorable price moves into second place as a reason for choosing a brand. Almost three quarters of respondents are even willing to spend more if contact with customer service is satisfactory, reports iBusiness.

>> iBusiness

Logistics

AMAZON AND ZALANDO WANT DELIVERIES BUNDLED 

Amazon and Zalando are trying a new approach to improve the customer experience for package delivery. Amazon, for example, is introducing its "Amazon Day," already established in the U.S., in Germany as well and plans to deliver a week's worth of orders on a day defined by the customer. Zalando has similar plans, write Internetworld.de and Wiwo.de

>>Internet World

>>WIWO.de

DM INTRODUCES FREE SHIPPING FROM 49 EURO 

The somewhat peculiar shipping conditions with which the drugstore chain had entered online retail in 2015 are now being taken back by the company bit by bit. Customers no longer have to pay postage if they order a lot. Instead, free shipping will be offered for goods worth 49 euros or more, reports Neuhandeln.de.  

>>Neuhandel.de

ECCO VERDE WORKS ONLINE CLIMANEUTRAL 

More and more customers are concerned about harming the climate by ordering too much online. The natural cosmetics online store Ecco Verde has reacted to this and has recently been operating in a certified CO2-neutral manner, can be read on Vegconomist.de  

>>Vegconomist.co.uk

FASHION.ZONE MAKES IT EASIER TO ORDER FROM SWITZERLAND

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The online store for premium fashion says it is optimizing its shipping options to Switzerland. In the search for new, better and, above all, faster shipping options to Switzerland, Fashion.Zone is starting a close cooperation with Mein Einkauf GmbH from Konstanz. 

>> Press Portal

TARGET INTEGRATES SAME-DAY DELIVERY INTO APP

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Having online orders placed through desktops delivered faster than orders placed from the app has been a rather suboptimal strategy at Target, to say the least. Now, delivery times have been aligned, writes Engadget.com. 

>> Engadget.com