Customer Experience Trends

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Customer Engagement

SPORTSPAR PROFITS FROM EXCLUSIVE CRM

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60 percent of customers buy more than once from the online outlet for sports brands. This is due to a sophisticated customer approach via various online channels and print mailings, reports Horizont.net. 

>>Horizont.net

ZALANDO GENERATES TEN PERCENT OF SALES FROM CUSTOMERS

Investments in the customer loyalty programme "Zalando Plus" are increasingly paying off for Berlin-based fashion retailer Zalando. According to the latest quarterly report, ten percent of the retail volume now comes from customers in the bonus programme, Exciting Commerce reports. However, Zalando has recently cancelled services there and stopped the free returns collection for Zalando Plus customers. The reason: process problems;

>>EXCITING COMMERCE

SHIP IS THE KEY TO CUSTOMER RETENTION

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The shipping phase is not taken seriously enough by many online retailers. Yet it is the key to customer loyalty and ensures that the customer remains loyal to the company in the long term.

>>parcelLab

ZOOPLUS FOCUSES ON CUSTOMER RETENTION

By optimising its pan-European logistics network, Zooplus has been able to make savings that will now be specifically invested in growth and customer loyalty. Zooplus CEO Cornelius Patt made this clear at the presentation of the latest quarterly figures. ibusiness.de quotes Patt as saying, "Significant potential still exists, however, in increasing the repurchase rate of new customers, which is a clear focus of our direct marketing approach and our overall product promise to the customer." 

>> iBusiness

Customer Experience

HOW ONLINE DEALERS MAKE THEIR SHOPS MORE ATTRACTIVE FOR CUSTOMERS

Trusted Shops has compiled five measures that help shop operators improve the customer experience. Four of the five points concern the after-sale: punctual delivery, less packaging waste, uncomplicated returns and good accessibility in customer service;

>> Pressbox

Consumers find GOOD CUSTOMER SERVICE MORE IMPORTANT THAN LOW PRICES

Good customer service is very important to German consumers, shows the study 'Customer Service Barometer 2019' commissioned by  Armonia Germany. Almost all of the 1,000 consumers surveyed said that service strongly influences the company's image as well as their own purchase decision. A favourable price moves into second place as a reason for choosing a brand. Almost three quarters of the respondents are even willing to spend more if the contact with customer service is satisfactory, reports iBusiness.

>> iBusiness

Logistics

AMAZON AND ZALANDO WANT DELIVERIES BUNDLED 

Amazon and Zalando are trying a new approach to improve the customer experience when it comes to parcel delivery. Amazon, for example, is introducing its "Amazon Day", already established in the USA, in Germany as well and wants to deliver a week's worth of orders on a day defined by the customer. Zalando has similar plans, write Internetworld.de and Wiwo.de

>>Internet World

>>WIWO.de

DM INTRODUCES FREE SHIPPING FROM 49 EURO 

The somewhat peculiar shipping conditions with which the drugstore chain entered the online trade in 2015 are now being taken back by the company bit by bit. Customers no longer have to pay postage if they order a lot. Instead, shipping will be free for orders over 49 euros, reports Neuhandeln.de.  

>>Neuhandel.de

ECCO VERDE WORKS ONLINE CLIMANEUTRAL 

More and more customers are worried about harming the climate by ordering too much online. The natural cosmetics online shop Ecco Verde has reacted to this and has recently been operating in a certified CO2-neutral way, can be read on Vegconomist.de  

>>Vegconomist.co.uk

FASHION.ZONE MAKES IT EASIER TO ORDER FROM SWITZERLAND

The online shop for premium fashion says it is optimising its shipping options to Switzerland. In the search for new, better and, above all, faster shipping options to Switzerland, Fashion.Zone is starting a close cooperation with Mein Einkauf GmbH from Konstanz. 

>> Press Portal

TARGET INTEGRATES SAME-DAY DELIVERY INTO APP

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Having online orders placed via desktops delivered faster than orders placed from the app has been a rather suboptimal strategy at Target, to say the least. Now delivery times have been aligned, writes Engadget.com. 

>>Engadget.com