Customer Experience Trends - Late delivery upsets customers

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Customer Engagement

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PRIME CUSTOMERS PAY BETTER

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Who actually uses Amazon Prime? Economists at the Frankfurt University of Applied Sciences wanted to know and found out: the rate of Prime customers among consumers with a net household income beyond 10,000 euros is 51 percent. Only 36 percent of those with a household net income of less than 1,300 euros use Prime. That's logical, because ten euros a month is a lot of money. In addition, Amazon Prime is particularly popular with younger people: in the eighteen to twenty-nine age group, 58 percent were Prime customers;

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LIDL BRINGS LIDL PLUS TO SLOVAKIA

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Lidl continues to roll out its mobile bonus program Lidl Plus in Europe. As of a few days ago, the app-only loyalty and discount system went live in around 140 Lidl stores in Slovakia. 

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GALERIA KARSTADT KAUFHOF INTRODUCES NEW CUSTOMER CARD

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The department store group celebrated the launch of its new customer card in its stores with cake, prosecco, canapés and a variety of promotions in the stores. In the run-up to the event, the department store chain was already able to convince 200,000 customers to share their data with the company. This is already well above expectations, said Thomas Wanke, Head of Sales at GALERIA Karstadt Kaufhof. 

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Customer Experience

SHIPPING EXPERIENCE IS PART OF THE CUSTOMER JOURNEY

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"When it comes to the customer's brand experience, the online order and the shipping service simply belong together," says Nicola Perl, Division Manager Customer Experience & E-Commerce at Hermes, in an interview with the W&V. We can fully subscribe to that. 

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BUYING FOOD ONLINE - HOW SENSEFUL IS THE TREND?

Nowadays, customers can buy just about anything online. What would have been unthinkable in the past is now standard. Even buying groceries is now done over the Internet. But who buys groceries online and is the trend here to stay?

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RETOURING MUST BE MORE COMFORTABLE

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Those who throw obstacles in the way of customers when it comes to returns are quickly getting rid of them altogether, a study by ShipStation shows. In a survey conducted in the U.S., 95 percent of consumers said that not being convinced by the returns service would make them less likely to shop with a retailer again, reports Bizreport. 

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Logistics

DHL DELIVERS SPARE GOODS FASTER NOW

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DHL expands its 2-man handling offer and enables its business customers with the Premium24 service according to its own information the particularly fast transport of bulky and large goods, such as furniture, furnishings or consumer electronics, reports Moebelmarkt.de. DHL brings the goods already on the next working day to the recipient, regardless of whether the business customer uses the central DHL warehouse in Ludwigsau, delivers the goods to DHL in Ludwigsau or DHL collects the goods directly from the business customer. 

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LATE DELIVERY DISTURBS CUSTOMERS

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Among the most common negative experiences when shopping online is a late delivery of goods: 84 percent know this problem, including 12 percent experience this frequently and 72 percent rarely, can be read at derStandard.at. 

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LESS CHANCES AGAINST RETURNS

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Will the returns rate in online retail eventually be reduced? EHI doesn't think so for the foreseeable future. The rate has settled at 20 percent for years. And that is expected to change little in the future. 

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SUSTAINABLE SHIPPING OPTIONS ARE BECOMING MORE IMPORTANT

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More and more customers are critical of online retailing from an environmental point of view and prefer retailers that operate in an environmentally friendly manner. Among these aspects, Quickpac from St. Gallen stands out in particular, finds the Swiss consultancy Carpathia. As the first parcel service provider in Europe, Quickpac relies exclusively on electric cars for the delivery of parcels. The fleet already has more than 100 electric vehicles, with which as of the beginning of this year 25 percent of all Swiss households can already be reached. 

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LIDL BRAKES SAME-DAY STOPS IN BELGIUM

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Since October 2018, Lidl customers in Ghent, Belgium, have been able to order groceries online and receive them the same day from a bike courier. Now the project has been stopped, according to information from "Internet Retailing." One wants to evaluate the results, it is said from the company side. 

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OTTO TESTS UPGRADE PLASTIC DOORS FOR E-COMMERCE LOGISTICS

The Hamburg-based shipper has been running a test since January in conjunction with Spanish start-up Cadel Deinking, in which used plastic is reprocessed and reused to produce new bags. In this way, the company plans to use a total of 85,000 recycled polybags for shipping over the next eight months. 

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INTERNET WORLD BUSINESS WANTS THE BEST PACKAGING

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INTERNET WORLD Business' store award has a new category. Among other things, it is looking for the best packaging. And who gets to help with the selection? We. 

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