Customer Experience Trends - Lidl Plus Launches in Germany and IKEA Makes a Mess of it in the U.S.
parcelLab
Published on: Oct 16, 2020Updated: Aug 19, 2022
Hello & Servus,
We were shocked to discover that the time has come for a new customer experience update. And here it comes - including a reference to our latest work on online shopping from the customer's point of view. Do you know what your customers really want? We asked them!
We hope that there will be some interesting news for you again this time!
Enjoy & let's go!
CUSTOMER BINDING
Now really:
Lidl Plus arrives in German stores
Lidl's digital customer loyalty program is now available in all German stores, reports Supermarktblog. The discounter is placing particular focus on keeping the registration process and app use as uncomplicated as possible.
And that seems to be working: The Lidl app jumps to No. 1 in the App Store. Not many discounters have managed that before!
As a small incentive, Lidl offers a €5 voucher for the next purchase over €30 for the download. Lidl is therefore making the introduction of the app quite expensive. A successful and much-used loyalty program, and especially the data from it, is a decisive step for the food discounter to get to know its own customers better.
Intersport aims to retain customers with new running community
The concept sounds kind of familiar: The sports retail chain is now launching its own run club in its Intersport app. In the future, this is to become the digital home of the company's own running community, through which they can organize joint activities or running get-togethers, reports Meedia.de. The first event will be a club run on German Unity Day, where everyone can run for a good cause. A large part of the entry fee will be donated to clubs that have suffered particularly from Corona.
Kohl's also launches new customer loyalty program
.U.S. department store chain Kohl's is launching "Kohl's Rewards," a new customer loyalty program. Customers will benefit from personalized offers to interact more with the chain. Instead of points, there is also a five percent discount on every purchase.
>> TO CONTRIBUT
CUSTOMER EXPERIENCE
.How to make parcel shipping a customer experience
.Do you really know your customers' needs?
What do they expect when shopping online? Are shipping costs a conversion killer?
What do customers actually need when sending parcels and which logistics provider do they actually prefer?
We wanted to know this and much more and asked more than 2,000 online shoppers about their needs and wishes.
The most important results are: Customers want services that can be flexibly adapted to their needs. And they want to be informed about the status of their order.
Of course, you can download the complete study directly from us.
Welcome to the 20th century:
Drugstore chain Müller plans online delivery service
The drugstore chain Müller wants to offer customers as convenient a shopping experience as possible. These days, that includes (or especially?) not only having online orders picked up in stores, but also having them shipped to their homes. The project is now being tackled, reports Handelsblatt. We think it's about time and would also recommend us directly as a partner @Müller.
If online shopping is to be done, then it has to be done properly and in a customer-oriented way.
Ikea is making a mockery of U.S. online customers
Despite huge investments in digitization, the Swedish furniture chain may not have done such a good job online in the U.S. during the Corona crisis. Fast Company reports massive customer complaints.
Ikea's e-commerce business doubled during Corona - but without the capacity to even handle the large volume of orders. Now Ikea is dealing with a lot of customer complaints in the US.
>> To the post
Why customer delight is becoming a real challenge in CRM
.Customer engagement is experiencing a boom right now, in part due to the Corona pandemic. But a recent study by Ingenico Marketing Solutions shows that many customer programs are not yet contributing to the brand experience. This is because CRM must adapt to the coexistence of different sales channels on the one hand, and at the same time retailers must deliver more than just a discount on purchases through their customer clubs.
DHL aims to improve operations experience
Logistics service provider DHL plans to introduce a new delivery service later this year, reports Inside-Digital.de. According to the company, customers will be given a time window for delivery in the morning for the "vast majority" of packages. Up to 15 minutes before the scheduled delivery, they can then specify a neighbor or a drop-off location if they are not at home. Also the tracking of the delivery person via the Internet - a kind of live tracking- is to be significantly expanded.
We are curious! - also what a "predominant part" will mean for customers.
How product reviews change purchase likelihood
.A single negative product review reduces the likelihood of purchase by an average of 51 percent, researchers found in a study called "Measuring the Impact of a Single Negative Customer Review on Online Search and Purchase Decisions."
At the same time, a customer's likelihood of searching for a replacement product because of a negative review increases by 11 percent.
Customers who find and buy a replacement product spend an average of as much as 16 percent more on it. This suggests that people are willing to pay more to avoid the uncertainty triggered by a bad review, conclude the study authors in a report published by manager magazin.
>> To the report.
LOGISTICS
Otto closes returns center in Hamburg
Processing returns is expensive - and Otto is apparently responding.
In about a year, the returns center in Hamburg will close. Goods returns from the various Otto Group companies will then be processed in future at centers in Lodz (Poland) and Pilsen (Czech Republic). Around two thirds of returned goods from the Otto Group already end up there, Fashion United knows.
Ebay expands its fulfillment offering
.The online marketplace plans to introduce the beta version of the "eBay Fulfillment by Orange Connex" program together with logistics partner "Orange Connex" starting in the fall, according to Internetworld.de.
Ebay Fulfillment by Orange Connex will then take over the control of all logistics and shipping processing as well as the operational management of fulfillment partners. Expectations for the offerings are likely to be very high, especially due to Amazon Fulfillment.
And more Ebay news: New cooperation with UPS
.The online marketplace wants to offer its merchants more shipping options and has now announced a new cooperation with the U.S. delivery service UPS for this purpose. The full rollout of this new shipping option will be available to all sellers by the end of September, according to Logistics Watchblog.
Click & Collect for groceries?
Customers still like to pick up online groceries themselves, a study by Bricks and Clicks shows, as Retaildive.com reports.
Whole Foods has apparently taken this to heart and is now investing in Click & Collect across the board, according to Location Insider. Aldi UK is also getting to grips with pick-up services, the Lebensmittel Zeitung reports.
Amazon and Walmart let go of drones
Years ago, it was thought to be an April Fool's joke by Jeff Bezos, but now it appears to be becoming a reality: both Amazon and Walmart are testing delivery by drone.
Walmart wants to drop orders by parachute over the recipient just an hour after they are sent. However, the test run initially focuses only on health and wellness products, Mashable.com has researched.
This is how ecological reusable shipping boxes are
.Reusable shipping boxes sound incredibly sustainable at first.
But in fact, such a box has to be circulated a full 55 times before it can show off its ecological advantages compared to a conventional shipping box.
This figure became public at the Retail Logistics Congress, which EHI and GS1 had invited to discuss sustainability in logistics.
Swiss Post focuses on same-day delivery
Swiss Post has acquired all the shares in Same Day Delivery specialist Notime AG, in which it was previously the majority shareholder. The logistics provider is thus strengthening its position in the growing same-day delivery market, writes Internetworld.de.
Lowering return rates with artificial intelligence
Returns are still one of the biggest concerns in e-commerce. That's why service providers and online retailers are increasingly developing strategies based on machine learning to reduce return rates. t3n.de took a look at some concepts.
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And finally, as always, on my own behalf:
Questions? Praise? Suggestions?
Since we also want to offer the best possible experience - because in a way you are also our "customer" in this case - we always attach great importance to your opinion!
Therefore there is also always the question to you:
What can we do better? What content or news you have missed?
Just write to us at: bjoern@parcellab.com
We are looking forward to your feedback!
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