Customer Experience Trends - Customers don't like chatbots

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Customer Engagement

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AMAZON GIVES A LIVE CONCERT BY MARK FOSTER

While other retailers are trying to "wow" their regular customers with ten percent discounts on their birthdays, Amazon is really letting it rip for its Prime customers for the second time. After the Fantastischen Vier, Mark Forster is now singing exclusively for Prime members. On December 9, he will perform the Christmas concert  "Coming Home for Christmas" in his hometown of Kaiserslautern. The songs are from the current album  "Liebe b/w," which will be released on November 29. Amazon members can listen to the concert either from home or live in an exclusive small circle - even before Forster goes on tour with it next year, writes wuv.de.

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OTTO SETS ON PAYBACK

IN AUSTRIA.

In Germany, Otto has its own customer loyalty program. In Austria, the company is now relying on the help of Payback. Three million Payback customers can now collect points when they shop at Otto, Location Insider reports. 

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MARC O'POLO INTERNATIONALIZES CUSTOMER LIABILITY

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The fashion brand is expanding its "Marc O'Polo Members" loyalty program, established in Germany, to several foreign markets. Customers in Belgium, France, the Netherlands, Poland, the Czech Republic and Romania can now also collect points, receive vouchers for them and use exclusive services such as Click & Collect or Reserve & Collect. There are also plans to extend the program to other countries, according to Fashion United.

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ORSAY BENEFITS FROM LOYALTY PROGRAM

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Through its loyalty program, the fashion brand collects data about its customers. This is used for customized offers. The increasing omnichannel share of sales shows that this works. Now the next big milestone is AI, writes W&V Plus (for subscribers). 

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Customer Experience

CUSTOMERS DON'T LIKE CHATBOTS

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Have companies like Lidl, Lufthansa, Opel, Ikea or Dr. Oetker backed the wrong horse with chatbots? A recent survey by software provider Freshworks at least concludes that customers prefer personal interaction with an employee, stands at Horizont.net. 

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BLACK WEEK & CO. - PROVIDING EXPERIENCE INSTEAD OF DISCOUNTS

Those who rely only on discounts  are entering  into a price spiral that is spinning ever faster and from which retailers can only emerge as losers compared to the big players, find Janine Seitz of the Zukunftsinstitut and Theresa Schleicher of VORN Strategy Consulting in a guest article for W&V. Their advice: retailers should take advantage of the hype of shopping holidays and surprise customers! Not with the price, but with small promotions that come from the heart.

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Logistics

NOTEBOOKSBILLIGER.DE WARNS OF DELIVERY CHAOS

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The electronics shipper warns of delivery delays in its web store on orange-lit ground, according to "Exciting Commerce". Due to the many promotions for Black Friday, it can take up to four days longer until the orders are delivered, it says there. They have no influence on the situation and ask for a little patience.

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the issue of returns is making it difficult for online retailers

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High returns pose major challenges for online retailers. In the fashion sector, return rates are sometimes as high as over 60 percent. In our infographic, we have summarized the most important facts on the topic of returns. 

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AMAZON TESTS RETAILING WITHOUT PACKAGING

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In Spain, customers can recently return their Amazon orders without a box. All that is required is to drop off the item in its original packaging at one of 2,000 bases operated by logistics provider Celeritas, after selecting this option on the Amazon website. The returns are collected by Celeritas and transported to Amazon in larger loads, Location Insider writes.

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