Customer Experience Trends - "Sentient Marketing", a new trend from the USA?
It's that time again!
Time for your summary of the news around the topics of after-sales services, customer loyalty and logistics.
We hope you enjoy reading!
HOW TO BIND CUSTOMERS IN REAL TIME WITH DATA PERSONALIZED.
A new trend is spilling over into Europe from the U.S.: "Sentient marketing" refers to measurable, personalized customer loyalty in real time.
This is intended to address the problem that companies are inundated with volumes of data but lag behind in evaluating it, contextualizing it and transferring its usefulness, reports Marconomy.de.
TRADERS SHOULD SUPPORT OLDER AND HELPED PEOPLE ONLINE.
Because of the existing pandemic and the threat of another wave, retailers should ensure that at-risk groups, in particular, receive the best possible support online.
There's more on how to do that in our recent blog post.
DIEBE CLAIM PAYBACK POINTS.
Users of the Payback bonus program are currently having points stolen in large numbers - often worth 50 or 100 euros. They were redeemed by unknown persons mostly in supermarkets and discounters, mainly at Rewe. According to the North Rhine-Westphalia consumer advice center, it is a mystery how the point thieves got hold of the necessary passwords.
>> ZUM BEITRAG
MANGO CUSTOMERS MAY DECIDE DIGITALLY
Mango is taking the next step in customer centricity with its "Mango Innovations Community." According to FashionUnited, the new two-way communication channel with its customers will help it gain better insights into consumers' ideas and desires.
>> To the CONTRIBUT.
"WANT" INTEGRATED SENDING.
Where is my package? This question is now also answered by Austria's largest online marketplace and has integrated a shipment tracking feature, can be read at Derbrutkasten.com.
FORRESTER CONSULTING EXPOSES DEFICIENCIES IN ONLINE SHOPPING.
Unsatisfactory search results, missing product information (images, reviews, delivery details) and out-of-stock merchandise are ruining the customer experience when shopping online, reveals Forrester Consulting's "The State of Commerce Experience" study commissioned by Bloomreach. The last online experience was fully personalized for less than 20 percent, according to Stores-Shops.de.
AMAZON SETS ON E-DELIVERY VEHICLESIN ESSEN.
Amazon has equipped its distribution center in Essen with 340 charging stations and operates 150 electric delivery vehicles daily to deliver Amazon packages to customers in the Ruhr region. The installation of the charging stations is the most extensive commercial deployment of electric charging stations at a European location to date, the e-commerce giant said. Currently, eight of eleven delivery partners in Essen have integrated electric delivery vehicles into their fleets, reports Ecomento.de.
>> To the post
PIXUM PROTECTS THE CLIMATE.
The online photo service is now completely climate neutral. From production throughout Germany to the company headquarters in the south of Cologne to shipping to customers, Pixum offsets unavoidable CO2 emissions through certified climate protection projects.
In doing so, Pixum relies on the environmental organization ClimatePartner and the climate protection projects of Deutsche Post.
AMAZON WILL DELIVER FOR THIRD PARTY.
Amazon apparently wants to deliver in Germany shortly not only own packages, but also those of other retailers.
This indicates calls that several Amazon retailers want to have received. This is not surprising, because on the home market and in the UK, the company has already started, writes Wortfilter.de.
PICNIC NOW DELIVERS TOMORROW.
In a new pilot project, Picnic is testing morning delivery windows in Mönchengladbach and Viersen.
The online supermarket not only wants to win over more private customers, writes Lebensmittel Zeitung (paywall).
CORONA REDUCES RETOUR QUOTE AT OTTO.
The Otto Group has noticed a change in consumer behavior over the course of the Corona crisis: Since the outbreak of the pandemic, customers have been returning fewer items than before, FashionUnited reports. However, it remains to be seen what triggered this behavior and whether a general trend reversal can be derived from it.
DELIVERY HERO WILL DELIVER ULTRASHLY.
Delivery Hero wants to make ultra-fast deliveries within just 15 minutes the new standard.
And at the same time deliver supermarket groceries, flowers, and medicines in addition to restaurant food.
"We have the fleet and we have an active customer base - so it seems only logical to expand our offering beyond restaurant orders," Pieter-Jan Vandepitte, Delivery Hero's chief operating officer, tells Business Insider.
>> TO CONTRIBUT
ZALANDO EXPANDS CLICK & COLLECT IN ITALY
Together with Poste Italiane, the Berlin-based fashion mail order company will in future also allow Italian customers to order parcels online and pick them up locally. This is made possible by a cooperation with Poste Italiane, which has 12,000 branches, according to eDelivery.net.
GLS WILL MAKE EUROPE-WIDE RETOURING EASIER.
The parcel service has launched a new online portal with a returns solution designed to simplify the cross-border processing of returns packages for online stores of any size and their customers.
In particular in the cross-border sector, such solutions have not been the standard so far, although convenient returns are a key purchase criterion for online shoppers, writes Verkehrsrundschau.de.
GERMANS WISH FOR MORE SUSTAINABILITY.
According to a survey by Swiss online retailer Galaxus, more than two-thirds of consumers in Germany are willing to pay an additional one to five percent of the purchase price to offset their carbon footprint.
In addition, according to a report by Internetworld.de, nearly a quarter of customers would order more online if the delivery were sent in more environmentally friendly packaging.
That this is the result of a survey by a packaging provider is surely just a coincidence.
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Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.Read more from parcelLab