Customer Experience Trends - Lousy Returns Service Kills Customer Loyalty

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Customer Engagement

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AMAZON GAINS FIVE MILLION NEW PRIME CUSTOMERS - IN ONE WEEK

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Well done to Amazon's Christmas sales again this year. The scariest number on the balance sheet (from a competitor's perspective): In one week alone, the retail giant gained five million new Prime customers.

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PAYBACK DISPLACES GERMAN POST READER SERVICE

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Since January 2, Payback users can no longer collect points with the help of subscriptions to the reader service. Instead, the reader service wants to focus more on "attractive rewards outside the Payback partner program" in the future. What exactly this is supposed to mean, however, is still unclear, writes Reisetopia.de.

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DM PERSONALIZES CUSTOMER LANGUAGE PER APP

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The drugstore chain is working on its discount concept and wants to score points with customers in 2020 with coupons. Price reductions are to be displayed via app. The concept can be seen: The drugstore group wants to distribute over 100 million euros to its customers, reports Chip.de.

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RAKUTEN EXCHANGES TRUST POINTS FOR CRYPTO MONEY

The Japanese e-commerce giant has launched a service that allows customers to exchange loyalty program points for Bitcoin, Ethereum and Bitcoin Cash. The company intends to further strengthen the adoption of cryptocurrencies in Japan, according to Crypto-News.com.

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Customer Experience

STUDY: MISERVE SERVICE IN RETURNS KILLS CUSTOMER LOYALITY

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We've been preaching it for years, and now a study backs it up: online retailers shouldn't put obstacles in the way of their customers when it comes to returns; they need to make it as convenient as possible for them. According to a study by ShipStation in the U.S., reported by BizReport, 95 percent of consumers say poor returns service makes them less likely to shop with that retailer again.

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THESE ARE THE TOP 5 E-COMMERCE TRENDS 2020

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If you want to stay on the ball in online commerce, you shouldn't miss the e-commerce trends 2020. New trends are added every year, as new technical innovations are constantly emerging - and online retailers should keep an eye on them if they want to be successful.

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AMAZON'S MARKET DEALERS DON'T COMPLETELY SURPRISE

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6.4 percent of Amazon customers were not satisfied with their Christmas shopping experience with a marketplace partner, an analysis by Marketplace Pulse shows. For this, 8.5 million reviews were analyzed. 6.4 percent of them were negative. The rate of dissatisfied customers was lower in the USA, the UK, Germany and Japan. In Brazil, Spain and India, on the other hand, it was significantly higher.

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Logistics

HERMES DIGITALIZES THE BENEFIT CARD

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Recently, package recipients have been informed by e-mail if the Hermes messenger was unable to meet them during delivery. The digital notification card is gradually replacing the blue paper card in the mailbox. The rollout is being carried out gradually for all customers whose valid e-mail address is available to the parcel service. The introduction was preceded by an extensive pilot test, according to Stadt-Bremerhaven.de.

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THE GREENS WANT TO PUNISH PACKAGE SERVICES FOR POOR PERFORMANCE

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At the turn of the year, a figure circulated through the media landscape: 17,000 complaints were received by the Federal Network Agency in 2019 because consumers were angry about the service quality in the delivery of letters and parcels. At the same time, according to a report in "Der Spiegel," the head of the Green Party parliamentary group in the Bundestag, Katrin Göring-Eckard, announced that she wanted to impose financial penalties on companies with poor service in the mail-order business. But the figures from the network agency show: The problem is smaller than the headlines would have you believe, MDR calculates. Of the 17,000 complaints, only 6,000 concerned parcels. With a total of over three billion parcels delivered in 2019, consumers were therefore only annoyed about 0.0002 percent. 

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