Customer Experience Trends - Google wants to show package status
Here are the latest trends summarized for you by the expert for after-sales customer experience.
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After concerts comes sports: Amazon has entered the German market as a new player in live sports broadcasts. The U.S. group has secured the rights to 16 top Tuesday matches - and aims primarily to bind customers to the platform, reports Deutschlandfunk.
DATE PANNES AT LUFTHANSA MILES & MORE
This is oil in the fire of data protectionists: at Lufthansa's frequent flyer program Miles & More, users who logged into their Miles & More account could at times view profile data of other user accounts and redeem third-party miles, writes Heise.de.
GALERIA KARSTADT KAUFHOF EXITS PAYBACK
Less of a nice present for Payback, but strategically the right direction for Galeria Karstadt Kaufhof: the newly formed department store group is dropping out of the customer card system and wants to develop its own solution. The company can draw on the Karstadt platform for this, reports the "Handelsjournal".
COOPERATE OTO READY AND CONRAD CONNECT.
Customer loyalty at its best is when the customer simply reorders the same product over and over again without a second thought. Otto and Conrad are now setting the course for this. For its smart ordering option "Otto ready", the Hamburg-based mail order company is now relying on Conrad Connect - and thus strengthening its position as one of the leading IoT project platforms, can be read on channelpartner.de .
STUDY: THE UNUSED POTENTIAL OF AI.
IN THE CUSTOMER EXPERIENCE
Today, customers expect detailed questions about products, services and company policies to be answered directly. In reality, however, only 35 percent of employees say this is possible, as the majority (57 percent of respondents) do not have access to AI tools and nearly 53 percent do not have access to a knowledge base. The survey polled 750 customer-facing employees, customer experience managers and content managers in seven countries on different continents, writes Computer Reseller News.
ZALANDO DELIVERS FASTER.
It's commonly said that customers value their fixed delivery windows more than fast shipping. Nevertheless, both Zalando and AboutYou are stepping on the gas when it comes to logistics. Zalando is expanding its same-day service, delivering to customers in 30 cities on the same day, reports Lebensmittel Zeitung. And AboutYou co-founder Tarek Müller assumes in a "Handelsblatt" interview that delivery times in online retail will drop to 90 minutes. (For subscribers)
GOOGLE WILL DISPLAY PAKET STATUS.
Faster know where the package is: Google wants to show in the future worldwide directly in the search results, where a posted shipment is located. To do this, you only need to have the name of the shipping company and the shipment number at hand. It remains to be seen how comprehensible the information there will be. Retailers should definitely try to steer customers to their own store for parcel tracking through service-oriented communication. Otherwise, they will miss out on great opportunities for repeat purchases;
Scientists DEMAND END TO FREE RETURN.
After the 40-euro clause, is a legally mandated minimum fee for returns now coming? At least researchers at the University of Bamberg are in favor of this. According to their calculations, a fee of three euros could already reduce the number of returns by 16 percent, writes Focus.
BUDNIKOWSKI ACCEPTS DPD PACKAGES.
In Hamburg, people have recently been able to pick up their parcels at drugstores. A pilot project to this effect was launched three months ago by Hamburg drugstore chain Budnikowsky and parcel service provider DPD, according to a report in Die Welt. Since then, parcels can be picked up and sent in 20 stores. A DPD spokesman draws a very positive interim conclusion.
H&M SETS ON SUSTAINABLE DELIVERY.
The fast-fashion retailer will deliver orders in the Netherlands using bicycle couriers in the future. The choice is up to the customer whether to opt for a "greener delivery option." The Netherlands is the first country to offer this option. According to Fashion United, the cooperation partner is Fietskoerier.nl;
HERMES AND DHL HAVE DELIVERY PROBLEMS BEFORE NOON.
Complaints about delayed deliveries from Hermes and DHL increased on various portals before St. Nicholas Day, reports Logistics Watchblog. One of the reasons could be the warning strikes in the CEP industry. Those who cannot harness the reindeer in front of the sleigh themselves should at least be able to inform customers proactively in such cases.
PAKET INDUSTRY WANTS TO IMPROVE ITS DELIVERY PROGNOSES.
This sounds like a better customer experience in logistics: Germany's parcel industry wants to improve its delivery forecasts with better data analysis, can be read on Finanzen.net . Currently, the time windows are still relatively generous - accordingly, the waiting time for end customers waiting at home for an urgent parcel is long.
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