Customer Experience Trends - Zalando expands the "Zalando Plus" division

Customer Experience Trends - Zalando expands the "Zalando Plus" division
parcelLab
parcelLab
Thu, 03/12/2020
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Here are the latest trends summarized for you by the expert for after-sales customer experience.

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Customer Engagement

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ZALANDO INTRODUCES "ZALANDO PLUS" IN FRANCE

Berlin-based fashion retailer Zalando is launching its "Zalando Plus" customer loyalty program in France. Included, according to "Internet Retailing": free express delivery.

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CUSTOMER LIABILITY WITH COMMUNITYS

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Companies are revisiting the value of their own websites to build customer loyalty. How communities become an important touchpoint early in the customer journey is explained by ibusiness.de. 

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TRADERS AND BRANDS START HUNTING FOR FIRST PARTY DATA

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The end of third-party cookies is the beginning of first-party relationships. So says one who should know: Advertising icon Sir Martin Sorrell predicts that companies will now increasingly collect first-party data in their retail and online businesses, reports AdAge.com. 

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Customer Experience

ADVERTISING AND CLICKING RATES OF ADVERTISING EMILS ARE DECLINING: WHAT CAN DEALERS DO ABOUT IT?

A study by Twilio, which analyzed more than 80,000 enterprise customers worldwide, found that retailers are sending more and more promotional emails. However, this does not mean that customers actually notice them. The study also shows this result: customers do not like to open and click on emails.

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STUDY: CUSTOMERS FEEL BADLY INFORMED ABOUT SHIPPING

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Satisfaction with online shopping has risen sharply in Germany. This is another result of the annual bevh survey, from which Internetworld.de quotes: 76 percent of survey participants expressed themselves as "very satisfied" in this year's survey, compared to only 73.8 percent in 2018. 

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NETPROMOTER SCORE FOR DUMMIES

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How customer-centric companies really are reveals customer satisfaction, and this can be efficiently measured using the Net Promoter Score (NPS). Stefan Luther, Managing Director of the digital consultancy Etribes, describes for Etailment.de.&nbsp how the NPS leads to success in the company;

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DIGITEC GALAXUS INTRODUCES FREE EXPRESS DELIVERY

In Zurich, residents can order in-stock products online until 1 p.m. and have their purchase delivered the same evening. Best of all, the retailer does not charge extra for the service, according to a report by 20min.ch ;

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TCHIBO MAKES FILIAL PRODUCTS RESERVE ONLINE

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"Will have immediately" will work a little faster at Tschibo in Austria in the future. Customers can check store stocks in real time, reserve products and pick them up within two hours, can be read on Cash.at .

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Logistics

LEARLY NO APRIL SCHERZ: AMAZON INCREASES FBA FEES

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Parcel lets you track package shipments using your Mac. The program, which is free in its basic version, can access tracking information from about 300 parcel services, including DHL, DPD, GLS, Hermes, Swiss Post, Austrian Post, FedEx, TNT and UPS. According to "Mac Gadget", Parcel is rated positively to very positively by the majority of users.

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IKEA RETURNS ONLY TWO OF 100 BILLY RACKS

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At the Swedish furniture chain, only around two percent of online orders are returned in Germany. Of these, 62 percent are original packaged goods, which are returned directly to the sales compartment, he said. Other furniture retailers suffer more - and develop different strategies for dealing with returns, writes Wiwo. 

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multi-way packaging for e-commerce

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German-French startup Livingpackets plans to launch reusable packages on the German market in 2020, Business Insider understands. The startup is targeting online retailers as potential customers. It is also in talks with Deutsche Post. We say: Bonne chance!

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AMAZON WILL BE CLIMANEUTRAL

As of April 1, 2020, the fees for using Amazon's fulfillment service will also increase in Germany. FBA will thus become more expensive for German retailers by almost ten percent on average, writes Internetworld.de. 

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parcelLab

parcelLab

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