Customer Experience Trends - DHL no longer delivers cash on delivery

Customer Experience Trends - DHL no longer delivers cash on delivery
parcelLab
parcelLab
Thu, 07/05/2020
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Here are the latest trends summarised for you by the expert for after-sales customer experience.

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Logistics

DHL IS NO LONGER DELIVERING BY COD

The logistics provider is responding to the Corona crisis. Customers who insist on delivery being acknowledged will have to do without their parcel altogether, reports Smartdroid.de. DHL also currently no longer delivers shipments paid for by cash on delivery, requiring them to be picked up at a branch.

>>> THE CONTRIBUTION

AMAZON INTRODUCES NO-RUSH SHOPPING

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To prioritise people in need, the e-commerce giant is trying to decelerate logistics elsewhere, reports Futurezone.de. The means to this end is "No-Rush-Shipping". Prime customers who voluntarily wait a few days for their order are compensated with a credit of three dollars per order. This can then be used for purchases of digital products such as audio books or films.

>>> TO THE CONTRIBUTION

ONLINE TRADE CELEBRATES SECOND CHRISTMAS

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Parcel service provider DHL reports a significant increase in parcel numbers after a few weeks of Corona crisis. The number of parcels is now increasing daily and has already reached the same level as in the pre-Christmas period, the "Nürnberger Blatt" quotes the logistics provider as saying. Small traders in particular are now increasingly relying on the parcel service provider DHL, it says. 

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BEVH MAKES STRONG FOR CLICK & COLLECT

According to a report by Finanznachrichten.de the German E-Commerce and Distance Selling Trade Association (bevh) is calling on the federal states, cities and municipalities to uniformly allow stationary retailers to hand over goods using the contactless "Click & Collect" method. Currently, there is uncertainty among many authorities as to whether the collection of goods ordered on the internet by customers in the vicinity of a shop is to be permitted as a collection service.

>> THE CONTRIBUTION

LIBRARY FIGHTS WITH THE FLOOD OF ORDERS

The bar range retailer and book wholesaler seems to be overrun by orders at the moment. At the same time, processes are slowing down because its own employees have to be protected from a Corona infection. As a result, delivery times are getting longer. Retailers should - like the Hamburg bookshop Lüders - proactively inform their customers about this.

>> THE CONTRIBUTION

Customer Experience

Why BRANDS NEED A CUSTOMER EXPERIENCE STRATEGY

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The latest "Adobe Digital Trends 2020" report shows: In almost every fourth German company, CX optimisation is a top priority. For this reason, finding and retaining CX professionals is one of the most important tasks in 2020. 26 percent are also planning further investments in AI and machine learning, writes Marconomy.de. 

>>> To the CONTRIBUTION

CORONAKRISE: 8 TIPS FOR EXCELLENT CUSTOMER EXPERIENCE

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The exit restriction is bringing the economy to its knees and many people to online shopping. A good customer experience is more important than ever.

>> To CONTRIBUT

BVB: CORONA CONFIRMS CUSTOMER-CENTRATED THINKING

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Customer-centric thinking will be even more important for retailers after the Corona crisis than before, believes Matthias Zerber, head of merchandising at Borussia Dortmund. Because the disposable income of each individual will shrink due to the crisis. And accordingly, each individual will be more selective with their income, he is quoted as saying by Internetworld.de. 

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FARMY OPENS SUPPLY WINDOWS FOR PEOPLE IN NEED OF HELP

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The Swiss online grocer is now reserving delivery windows for people in Switzerland who belong to the Corona risk groups due to illness or age, reports Horizont.net. In this way, the company wants to make a contribution to securing supplies for the most vulnerable in society. 

>> TO THE CONTRIBUTION

ABOUT YOU-HOTLINE NO LONGER TELEPHONE

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In the Czech Republic and Slovakia AboutYou had to send all call centre agents home and switch to email. However, this is working perfectly and they see no complaints at all, AboutYou founder Tarek Müller said in the OMR podcast. 

>> THE CONTRIBUTION

HOW ONLINE TRADERS CAN SECURE THEIR BUSINESS SUCCESS DURING THE CORONA CRISIS

In Germany, strict measures have been taken to contain the spread of Covid-19, with everyone nationwide being urged to stay at home, maintain social distance and isolate themselves. Thus, we already saw in the last week that non-essential shops had to be closed, which led to a huge increase in online orders.

>> TO CONTRIBUTE

Customer loyalty

BONUS WITH PAYBACK PAY

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Payback is seizing the opportunity to win consumers over to its Payback Pay mobile payment function and increase their loyalty. For contactless, "considerate behaviour at the checkout", customers who use Payback Pay will be rewarded with double base points on their entire purchase over the next two months, reports Onlinekosten.de.

>> THE CONTRIBUTION

AMAZON EXTENDS RETURN PERIOD

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When fulfilment is at its limit, you have to create new capacity. This is what Amazon is trying to do with savings in returns handling and is extending the return deadlines until the end of May, reports Computerbild.de. 

>>> To the article

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parcelLab

parcelLab

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