Customer Experience Trends - Customer Engagement Like Amazon

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Customer Engagement

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FRESSNAPF HAS GREAT PLANS FOR CUSTOMER RETENTION

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The pet specialty store chain is making customer loyalty the focus of everything it does - online and in face-to-face sales contact. The goal: to be the No. 1 contact for all pet-related topics in 2025. The basis is to be provided by data-driven professional and personal customer advice that is aligned along the customer's needs and the pet's life cycle. To this end, Fressnapf is creating a Facebook for dogs and cats, according to a report in "Die Welt".

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KELLERSPORTS SEES ITSELF AS THE "MILES & MORE" FOR SPORTS

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Keller Sports aims to have 100,000 paying members in its loyalty program in the coming year. That's a big achievement, given that the program has only existed since winter 2015. What makes the program so attractive and what else Keller Sports does for good customer service, co-founder Jacob Keller tells Internetworld.de in an interview.

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PICNIC WILL DELIVER CHRISTMAS TREES FREE

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The grocery delivery service has already wowed customers with its service in the past. For Christmas, the start-up is taking it up a notch. Customers are to get Nordmann firs delivered free of charge. In addition, the company wants to show presence between mulled wine pyramid and bratwurst stand. >>>Lebensmittel Zeitung (for subscribers)

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Customer Experience

MOLUA CATAPULATES TO 15 MILLION EURO SALES

THROUGH GOOD SERVICE.

Photos of colleagues in the e-mail signature, fast response times to inquiries, a directly visible telephone number and good accessibility by telephone and, if necessary, professional and substantive advice from trained staff - among other things, these are small service details that customers of the online accounting company Molua appreciate - and reward with higher sales, reports the Book Report.

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ONLINE CUSTOMERS WANT TO SELF-DETERM

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UPS's annual study shows an impressive website or user-friendly app aren't enough to satisfy online shoppers. Customers also expect the best possible service when it comes to delivery and returns. "Customers want to be self-determined in online retail these days. They not only want to choose their product, but also determine how they pay and when and where they receive the goods," says Thomas Zeller, Marketing Director UPS Germany and Austria. The "UPS Pulse of the Online Shopper Study 2019" captures trends, preferences and expectations of online shoppers in 15 countries in Europe, the Americas and Asia, including Germany. More results can be read at Handelsjournal.de.

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3 TIPS FOR BUILDING A CUSTOMER LIKE AMAZON

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Amazon is the prime example when it comes to customer loyalty. Ordering is easy, convenient and usually hassle-free. But this success does not come by chance. Amazon is not infrequently the first port of call when it comes to searching for a product on the Internet. In fact, 62 percent of product searches start right there. In our article you will learn how you can compete with Amazon with your customer loyalty.

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STUDY: GERMAN MANAGERS RELATIVELY DO NOT CARE ABOUT CUSTOMER FEEDBACK

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Seventy-four percent of Canadian executives, 60 percent of English executives and 59 percent of U.S. executives consider experience management a top organizational priority. This compares to only 44 percent of German executives surveyed and 44 percent of Japanese executives who place a similar importance on evaluating the experiences of their customers and employees. These are the findings of a recent study by Qualtrics, reported by Marktforschung.de.

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Logistics

LIDL DELIVERS IN BARCELONA AND VALENCIA WITHIN ONE HOUR

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The discount grocer is pushing the pace of delivery in Spain. In cooperation with Lola Market, grocery orders are delivered within one hour. Through the website or app, customers can enter their zip code, select a store and then specify the delivery time. Lola Market's shoppers then carry out the order. Lidl has been testing the service in Madrid since May, eDelivery.net reports.

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ALDI SELLS WINE IN THE U.S. THROUGH INSTACART

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Aldi is expanding its offerings in the U.S., which are delivered through Instacart. Wine and beer can now be purchased through the delivery service at nearly all of the discounter's U.S. locations, according to Lebensmittel Zeitung.

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LOGISTICS INDUSTRY EXPLODES ALTERNATIVES TO HOUSE DOOR SUPPLY

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Ordering clothes or electronics on the Internet and then having them shipped to your home: For many people, that's shopping standard. It's just stupid if you're not at home when the parcel carrier rings the doorbell. But the industry is working on uncomplicated ways to reach customers. Internetworld.de reports on the latest initiatives.

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