LIDL Customer Success Story

More customer loyalty at LIDL with higher shopping baskets and customers who like to come back.

2.7 New touchpoints
per customer
85% Of customers
returned to the web shop
0.7% Buy again
directly
12% Larger
shopping baskets

LIDL - global discount supermarket

Founded in Germany, LIDL is a discount supermarket that operates over 10,500 stores across Europe and the USA.
Branch:
Retail
Orders/ month:
Seven-figure range
Logistics Partner:
DHL

The challenge

How do you make shipping an experience and thus increase customer satisfaction and customer loyalty?

Excellent customer service

The delivery of an online order after checkout is one of the key factors of an outstanding online shopping experience. Customers expect not only the best-quality products, but also a high-quality service. LIDL supports its customers during the delivery process with personalised shipping messages, ensuring they are well-informed and happy each step of the way.

Logistics innovation

parcelLab exploits untapped potential in the customer experience and improves the overall online shopping experience. After checkout, customers receive personalised emails, in the look and feel of the retailer, informing them in real time about the order status and the current location of the parcel. This supportive and proactive service keeps merchants in touch with their customers during delivery. As such, the customer feels that the retailer is interested in their needs and will therefore want to purchase from them again in the future. This additional communication channel creates new touchpoints to bring enthusiastic customers back to the shop. This pays off because the traffic returned is not lost to DHL, but converted and generates additional revenue.

Christoph Wagner Testmanager, LIDL
If you attach great importance to continuously improving the shopping experience, you show your customers respect. And that's a very fundamental part of our business.

Turn one-time buyers into loyal customers!

Boost your customer experience with the market leader for intelligent shipping communication. Start your free trial!

The solution

parcelLab features in action

Shipping notifications

Fully automated dispatch messages in LIDL branding

Localisation

Individual messages tailored to the language and specific offers of the target regions

Rating links

Proactive invitation to review the shipping experience after successful delivery

The power of post-checkout communication

Results
2.7 New touchpoints
per customer
85% Of customers
returned to the web shop
0.7% Buy again
directly
12% Larger
shopping baskets
UK E-Commerce Shipping Study 2019
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