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!
WALMART LAUNCHES PRIME CONCURRENTERS
Cheaper gas, same-day delivery and earlier access to special bargains - this is the concept Walmart wants to use to compete with Amazon's Prime offering and retain customers. They have to pay $98 annually for this special treatment, CNet.com reports. But the retailer still has a long way to go if it wants to catch up with Amazon. According to eMarketer, 39% of U.S. online sales went through Amazon in March, while Walmart is at 5% so far. In addition to the cooperation with Shopify, this is now Walmart's second major move to challenge online giant Amazon for market share . Whether the tactic will work remains exciting;
After competitor Douglas recently communicated more frequently how much the retailer benefits from its own loyalty card, competitor Flaconi is also focusing on a customer loyalty program. Instead of developing its own, the online perfumery is joining loyalty giant Payback. According to company information, the company connects 31 million customers in Germany alone with 680 Payback partner companies.
Chinese online bargain app Zaful is a role model when it comes to customer loyalty, according to Mobilbranche.de: Users can, for example, collect bonus points for logging in regularly or play little virtual games to earn coupons and extra points. New promotions and articles are presented in regular livestreams, and digital fashion weeks and influencer campaigns attract further attention from the target group. It's worth a look!
Those who only try to retain customers because it is cheaper than acquiring new ones reduce the issue of loyalty to short-term controlling. This turns customers into pure cost factors, criticizes Martin Grass of Defacto on wuv.de. The future belongs to programs derived from a brand promise, he says. However, this presupposes that the values of a company do not remain just fine words, but are lived throughout the entire organization.
WHICH ONLINE RETAILERS PROVIDE THE BEST SHIPPING EXPERIENCE
For the second time, we at parcelLab have analyzed the shipping services of the 100 largest German online stores. The areas of checkout, shipping and returns were examined. The winners include Adidas (overall impression), Breuninger (package design), dm (checkout), Ikea (shipping communication) and Otto (returns processing).
MANGO WANTS TO DIGITALLY INCLUDE CUSTOMERS IN DECISIONS
How do you make sure you best meet the needs of your customers? By listening to them! Spanish fast fashion retailer Mango is doing just that. The retailer has created a new two-way communication channel with its customers called the "Mango Innovations Community," according to a Fashion United report. This is intended to help gain better insights into consumers' ideas and wishes.
Despite the growth spurt in online retail, brick-and-mortar retailers are defending their leading positions in customer satisfaction, shows a study by technology consultants EY-Parthenon, wuv.de reports. Currently, only two online-only retailers, Amazon and Westwing, are in the top 10, but both have lost customer favor in the past year.
FOR MORE PERSONALIZATION IN CUSTOMER COMMUNICATION - SHIPPING AS A KEY TO CUSTOMER RETENTION
Customers want to be personally served by the online retailer. They expect the best possible customer experience - at every customer touchpoint along the entire customer journey. In our guest article on Channable.com, we show exactly how this works.
GALAXUS.DE UNDERSTANDS C02-NEUTRAL SHIPPING AS A CUSTOMER RELATIONS TOOL
Galaxus.de, the German subsidiary of Swiss e-commerce market leader Digitec Galaxus, has introduced a new type of CO2 compensation model for its entire product range. Germany CEO Frank Hasselmann tells Internetworld.de that the CO2 compensation initiative is not only in line with Digitec Galaxus' self-image, but is also intended to appeal to customers' tastes: "Many of our customers attach great importance to the issue of climate protection. We know that we have many rather consumption-critical customers who are interested in honest advice and are also very conscious when it comes to a topic like sustainability," says Hasselmann. The CO2 compensation thus also becomes a way to further distinguish itself among customers.
Swiss online marketplace Ricardo is integrating Swiss Post's pick@home parcel pickup service directly into the seller user account, writes Horizont.net. Sellers can thus activate the pick@home service directly after a successful sale to have the wrapped goods picked up quickly and conveniently for shipping. The package containing the goods sold via Ricardo is then conveniently picked up by a letter carrier on a selected day and location. With the pickup, the package tracking number is then directly visible to the seller and buyer and both can track the shipment.
Through a partnership with Co-op, the British department store chain is expanding its pick-up locations for online orders, according to information from Edelivery.net. It expects further online growth through Corona and wants to give customers more alternatives for delivery, John Lewis announced.
Eight out of ten online shoppers (85% to be exact) want to see a delivery time before the last click of a purchase. If the information is missing, one in three aborts their purchase (32%). However, to accurately determine delivery times, companies need full transparency about their supply chains, notes the Internet Industry Association.
ARVATO SUPPLY CHAIN SOLUTIONS INVESTIGATES PACKAGING TRENDS IN ONLINE TRADE
Do beauty and cosmetics retailers prefer to ship in a bag or a box? Is the packaging branded or not? And how user-friendly and sustainable is the packaging? Arvato Supply Chain has now investigated this in a study.