Customer Experience Trends - PAYBACK wants to become like WeChat

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Customer Engagement

PAYBACK WILL WORK

The PAYBACK bonus system is turning 20 - and has ambitious plans, according to Heise.de: the Munich-based company wants to win over more major industries as partners and integrate as many shopping-related services as possible into its own app, following the Chinese model. 

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EVERY TWO AUSTRIANS ARE AMAZON PRIME CUSTOMERS

Customer loyalty made by Amazon also works in Austria, reports Logistik Express. 46 percent of Austrian households have an Amazon Prime subscription. A further eight percent are planning to take out such a membership this year, according to a survey of more than 1,000 Austrian consumers conducted by the Austrian Trade Association and Mindtake Research;

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AMAZON BRINGS BUSINESS PRIME TO SPAIN

The e-commerce giant is now tying B2B customers to its business marketplace in Spain with Business Prime, reports edelivery.net. The subscription costs between 36 and 2,000 euros per year, depending on the service, and offers free 24-hour delivery and free same-day delivery for orders over 29 euros. However, this is only possible in Madrid and Barcelona - and only for Business Prime-eligible products. 

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ROLLS-ROYCE LAUNCHES ITS OWN SOCIAL NETWORK

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Customer engagement at it's best: the "Whispers" app lets owners of the luxury sedan find like-minded people to talk shop with about their new car, among other things, reports CNet.com. 

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WALMART OPTIMISES ITS CUSTOMER LIABILITY PROGRAMME

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The US retail giant plans to offer unlimited same-day delivery from more than 1,600 shops to members of "Walmart+". This will include discounts on gasoline and pharmaceuticals, mobile scan-to-go in-store and order-per-text services, reports Supermarket News. 

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Customer Experience

AMAZON THINKS ABOUT CHATBOTS IN CUSTOMER SERVICE

Amazon is testing a new foundation for customer support. According to the company, in the future a chat bot could take enquiries from shoppers, analyse them and offer a solution. 

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HOW-TO: IMPROVE CUSTOMER EXPERIENCE IN E-COMMERCE

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Customers expect seamless advice and an all-round positive shopping experience in bricks-and-mortar retail. Why shouldn't this also be possible in online retail? Retailers should offer their customers the best possible customer experience - from checkout to shipping and returns.

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Logistics

DHL MAKES PAKETS TRACK IN REAL TIME

Deutsche Post DHL Group is investing extensively in a digitalisation programme in the mail and parcel sector, reports PBS. This includes "live tracking" of parcels and letter announcements by e-mail.

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WISH CUSTOMERS ARE FEARFUL OF PACKAGES

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The US mail order company Wish is not only having problems sourcing new products from China for its online shop. Customers in Germany who have ordered from Wish are also no longer picking up their parcels for fear of infection. According to a report in Wirtschaftswoche, parcels are piling up at the Berlin car dealer Paul Dornauer, who has set up a pick-up station for Wish parcels. The customers' fear, however, is unfounded. The World Health Organisation (WHO) informs us that the virus cannot survive for long on surfaces or objects such as letters and boxes.

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DM BECOMES A PAKETSHOP

Following in Budni's footsteps, dm is now also offering its customers the option of having online orders delivered to the shop. At the start, 150 test stores will be equipped accordingly. Among other things, an app will help employees with the process, writes the Lebensmittel Zeitung.

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GALERIA KARSTADT KAUFHOF TAKES MORE AMAZON PACKAGES

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The department stores' chain wants to increase frequency in its own space with more "Amazon Hubs". The cooperation, which has been in place since 2017, is now to be expanded across Germany to include a further 100 branches of the merged department stores. Cooperation with other e-commerce companies is also not ruled out, reports W&V. 

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AMAZON DETERMINES DELIVERY TERM IN THE USA

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Amazon s expansion of one-day delivery has raised expectations for delivery times in American e-commerce. Two-day shipping will very quickly appear too slow, Etailment.de quotes an analysis by Morgan-Stanley. Amazon had started free, one-day delivery for Prime customers in the US last June. 

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MEITUAN SETS ON AUTONOMOUS DELIVERY

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The online delivery service from China has started delivering orders in Beijing using autonomous delivery vehicles. The service is currently limited to one city district, but is to be expanded. The prerequisite is ordering the goods via the service's app. The company's software then assigns the delivery to an autonomous vehicle, writes Location Insider;

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UPS INVESTS IN SUSTAINABILITY

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The logistics service provider is building a sustainable logistics centre in Hanover. The area covers 24,000 square metres. Up to 500 employees are expected to process up to 30,000 parcels per hour from 2023. The energy is to come from renewable sources.

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