Customer Experience Trends - Five Developments in Customer Engagement

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Customer Engagement

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FIVE TRENDS IN CUSTOMER RETENTION

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Ninety-four percent of consumers are annoyed by the type and amount of communications they receive from companies, a Twilio study on customer engagement shows. Companies want to change that. Seventy-six percent of executives surveyed said improving the customer experience is a high or critical priority at their company. Further trends in customer loyalty have been listed by e-commerce-magazin.  

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HOW "LIDL PLUS" LEARNS FROM COMPETITORS' MISTAKES

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Apps for customer loyalty and mobile payment directly in the supermarket are keeping numerous retail companies busy. But many of the apps heavily promoted by retailers are not well received by customers. As an analysis by Finance Forward shows, Lidl seems to have learned from the mistakes of its competitors with "Lidl Plus". What the discounter is doing right is described by Chip.de. 

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HOW TIMELY CUSTOMER LIABILITY WORKS

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How must a modern customer loyalty program be knitted to pick up customers? Andres Dickehut, CEO of the technology company Consultix, outlines an ideal scenario in a guest article for Handelsjournal. 

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Customer Experience

3 TIPS TO INCREASE RETENTION RATE

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If an online retailer wants to be successful in the long term, it needs long-term customer retention. Retention rate can be used to measure this - but how can it be increased?

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THE LEGAL TIPS OF TRACK & TRACE

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If the logistics provider informs the customer by e-mail about the whereabouts of the order, this is indeed in itself customer service. The problem is only: The customer must give his consent to the passing on of the address also expressly, writes Onlinehaendler-News.de. The procedure is much simpler if the retailer itself sends the e-mails about the whereabouts of the order. Because of the DSGVO - and because this also still creates opportunities for cross- and upselling. 

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SWISS ONLINE DEALERS ARE LOWLY CULTIVATED IN OPERATIONS EXPERIENCE

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When it comes to customer friendliness, mail-order companies from the EU perform better than Swiss providers, shows an analysis of the 13 top-selling online stores in Switzerland by Comparis. The points examined were shipping costs, return conditions and warranty processing. The clear winner of the comparison is Zalando, reports Moneycab.com. 

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Logistics

XXX-LUTZ BUILDS A LOGISTICS CENTER FOR E-COMMERCE

Austrian furniture chain XXX-Lutz will open a logistics center for its Internet business near Arnstadt in the summer. Construction work has been largely completed, and initial test runs of the operational processes have taken place, reports Verkehrsrundschau.

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What AMAZON MEANS BY FRUSTFREE PACKAGING

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Suppliers and vendors may only deliver their products to or for Amazon if the items are packaged in accordance with the rules of Amazon's "Frust-free Packaging" program without exception. In this context, specific rules of the game apply with regard to the design, dimensions of this packaging, its recycling and volume ratios of packaging to product, explains Neue-Verpackung.de.

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RETOUR QUOTAS INCREASE

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In its annual study, the Händlerbund asked online retailers about their satisfaction in the past fiscal year. One finding concerns returns. While last year 20 percent spoke of "very many" or "many" returns, this time it is already 36 percent of respondents. Rates above five percent are considered high, writes ibusiness.de. 

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NO BAD KNOWLEDGE ON RETURNS

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It is true that the planned ban on returns has made 55 percent of Internet users so aware of the issue that they want to avoid returns in the future. However, just under one-fifth now have even fewer concerns about returns because destruction is now ruled out by law. This is the result of a recent study commissioned by eBay Kleinanzeigen, which was made available to the Tagesspiegel in advance.

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E-COMMERCE LOGISTICS: BEING ENVIRONMENTALLY AWARE IS EASY, ACTING ENVIRONMENTALLY IS NOT

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When shopping online, 66 percent of all consumers prefer brands and retailers that take responsibility when it comes to environmental protection, shows the "E-Shopper Barometer" from CEP service provider DPD. However, interest in environmental protection quickly stops at one's own convenience. Only twelve percent of environmentally conscious shoppers are interested in the option of having orders delivered to the nearest parcel store. Yet this is an important lever for reducing emissions over the last mile. However, 92 percent of the environmentally conscious prefer to receive parcels at their own front door, writes the logistics watchblog.

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