Here are the latest trends summarized for you by the expert for after-sales customer experience.
LIDL PLANT GERMANY-ROLLOUT FROM "LIDL PLUS"
It already exists in various countries - now the digital customer card "Lidl Plus" is to be launched in Germany as well. The prerequisite is the provision of Lidl stores with customer WLAN, writes Lebensmittel Zeitung.
Keeping customer data in one place rather than in silos is the basis for an individualized customer approach. Douglas is well on its way with its Data Powerhouse. The data of 40 million Douglas Beauty Card holders is stored there. The perfumery chain wants to offer them more orientation in the 55,000-product range of 750 brands. "We see that this approach is significantly increasing the conversion rate and customer satisfaction," sums up Douglas CEO Tina Müller in W&V.
What happens after the order is submitted? For many online retailers, contact with customers breaks off and this is then handled by shipping service providers, such as DHL, Hermes or DPD. In this context, retailers should use proactive customer communication after the sale to increase the repurchase rate as well as the customer experience.
Similar to Lidl, Penny also wants to know more about its customers digitally and is relying on the shopping app "Scan & Go" for this purpose. This is now being used in over 100 stores and made palatable to the customer with the fact that it should make shopping more convenient, writes the supermarket blog.
Drugstore chain DM WILL PASS ON VAT REDUCTION TO CUSTOMERS
The VAT reduction has currently replaced the topic of Corona as a perennial topic in the media to some extent. Since the German government's decision to reduce the VAT rate from 19 to 16 percent starting in July and from 7 to 5 percent for the next six months, it has caused a lot of excitement in the retail sector. Above all, whether and how the reduction will be passed on to customers is something that both stationary and online retailers are still at odds over. The drugstore chain dm has now opted for a path that should please consumers.
E-COMMERCE SHIPPING STUDY 2020: LEARNING FROM THE BEST
In our second edition of the E-Commerce Shipping Study, we examined the top 100 online retailers in Germany in the areas of checkout, shipping and returns. The winners of the individual categories and what stores can learn from them can be read in our new article.
"We are no longer an online retailer in the traditional sense. We create digital experiences, and we do it based on data insights," says Keller Sports co-founder Moritz Keller. The company has now been renamed Keller Group. The basis for the Experiences is the digital customer map, from which Keller Sports claims to have read out, for example, earlier than others that Running is experiencing a boom in the Corona Shutdown. How the company manages to know its customers better than they know themselves can be read in Textilwirtschaft.
Mobile payments can be a nuisance when you have to type in your username and password on the small touchscreen. Paydirekt is now doing away with this to improve mobile usability, writes Internetworld.de.
ONLY TWO ONLINERS UNDER THE MOST POPULAR DEALERS IN GERMANY
Despite the growth spurt in online retail, brick-and-mortar retailers are defending their leading positions in customer satisfaction. Currently, only two online-only retailers, Amazon and Westwing, are in the top 10, but both have lost favor with customers in the past year. This is the result of the latest performance ranking by technology consultants EY-Parthenon, as reported by Wamp;V.
A flawless checkout process is rare - even at top online stores. Internetworld.de knows ten tips that make the payment process less time-consuming, prevent friction losses and improve the conversion rate.
DECREASE IN CHARGING COLUMNS IS SABOTAGING ELECTRIC MOTOR VEHICLE
Hundreds of providers, hundreds of tariffs: Pricing policies at charging stations are unsettling vehicle owners - and threatening the switch to e-cars. Blame the chaos on electricity providers and municipalities. A study by the market research company EuPD Research comes to the devastating conclusion that there are 288 tariffs from 194 providers for the 12,000 charging stations in Germany.
Automated conveyor systems have helped the large-size fashion manufacturer increase its returns processing capacity by about 30 percent, according to Warehousenews.co.uk. The technology comes from Interroll.
Drugstore chain Budni is becoming a parcel store for logistics provider DPD. In the first step, the retailer plans to have primarily e-commerce orders ready for pickup in nearly 100 stores in the Hamburg and Berlin regions, according to a Lebensmittel Zeitung report. But parcels will also be accepted, including returns.
Amazon is the all-conquering player in the B2C parcel delivery market, accounting for more than 40 percent of parcel volume, according to a study by MRU reported by Die Welt. Incidentally, the busiest online shoppers live not in the city, but in the countryside. The leader among parcel households, with just under 32 parcels per capita, is the district of Südwestpfalz. Around 95,000 people live there.
EBAY WANTS TO REDUCE WASTE WITH FLEXIBLE CURL PACKAGING
Packaging specialist Smurfit Kappa has developed corrugated board packaging solutions for the online marketplace eBay, according to a report by Neue-Verpackung.de. These can be flexibly adapted to quantities, sizes and branding. In this way, eBay wants to contribute to more sustainability in the mail order business and at the same time improve the buying experience for its customers.
Stay up to date! Sign up for our Customer Experience Trends here:
And now, as always, to close today, something on our own behalf: Questions? Praise? Suggestions? Or even complaints?
We also want to offer you the best possible experience in our modest Customer Experience Trends. In a way, you are also our "customer" in this case - which is why we attach great importance to this in any case.
So the question to you: What content or news did you miss? What can we do better?