Customer Experience Trends - from VAT reduction in retail to mobile payment
Published on: Aug 8, 2020 Updated: Aug 19, 2022
Here are the latest trends summarised for you by the expert for after-sales customer experience.
LIDL PLANT GERMANY-ROLLOUT FROM "LIDL PLUS"
It already exists in various countries - now the digital customer card "Lidl Plus" is also to be launched in Germany. The prerequisite is that Lidl stores are equipped with customer WLAN, writes Lebensmittel Zeitung.
Keeping customer data in one place rather than in silos is the basis for an individualised customer approach. Douglas is well on the way with its Data Powerhouse. The data of 40 million Douglas Beauty Card holders are stored there. The perfumery chain wants to offer them more orientation in the 55,000-product range of 750 brands. "We see that this approach significantly increases the conversion rate and customer satisfaction," summarises Douglas CEO Tina Müller in the W&V.
These 5 CUSTOMER TOUCHPOINTS INCREASE THE REBUY RATE
What happens after the order is submitted? For many online retailers, contact with customers breaks off and this is then taken over by shipping service providers, such as DHL, Hermes or DPD. In this context, retailers should use proactive customer communication after the sale to increase the repurchase rate as well as the customer experience.
Similar to Lidl, Penny also wants to know more about its customers digitally and is relying on the shopping app "Scan & Go" for this purpose. It is now being used in more than 100 shops and is being made palatable to customers by making shopping more convenient, writes the supermarket blog.
Drugstore chain DM WILL PASS ON VAT REDUCTION TO CUSTOMERS
The VAT reduction has currently replaced the topic of Corona as a perennial topic in the media to a certain extent. Since the German government's decision to reduce the VAT rate from 19 to 16 per cent from July and from 7 to 5 per cent for the next six months, it has caused a lot of excitement in the trade. Above all, whether and how the reduction will be passed on to customers is still a matter of disagreement for both stationary and online retailers. The drugstore chain dm has now decided on a path that should please consumers.
E-COMMERCE SHIPPING STUDY 2020: LEARNING FROM THE BEST
In our second edition of the E-Commerce Shipping Study, we examined the top 100 online retailers in Germany in the areas of checkout, shipping and returns. The winners of the individual categories and what shops can learn from them can be read in our new article.
"We are no longer an online retailer in the traditional sense. We create digital experiences, based on data insights," says Keller Sports co-founder Moritz Keller. The company has now been renamed Keller Group. The basis for the experiences is the digital customer map, from which Keller Sports claims to have read out, for example, earlier than others that running is experiencing a boom in the Corona Shutdown. How the company manages to know its customers better than they know themselves can be read in Textilwirtschaft.
Mobile payments can be annoying when you have to type in your username and password on the small touchscreen. Paydirekt is now doing away with this to improve mobile usability, writes Internetworld.de.
ONLY TWO ONLINERS AMONG GERMANY'S MOST POPULAR DEALERS
Despite the growth spurt in online retail, brick-and-mortar retailers are defending their leading positions in customer satisfaction. Currently, only two online-only retailers, Amazon and Westwing, are among the top 10, but both have lost in customer favour over the past year. This is the result of the current performance ranking of the technology consultancy EY-Parthenon, which Wamp;V reports on.
A flawless checkout process is rare - even at the top online shops. Internetworld.de knows ten tips that make the payment process less time-consuming, prevent friction losses and improve the conversion rate.
DECREASE IN CHARGING COLUMNS IS SABOTAGING ELECTRICITY
Hundreds of providers, hundreds of tariffs: The pricing policy at charging stations is unsettling vehicle owners - and is a threat to the switch to e-cars. The electricity providers and municipalities are to blame for the chaos. A study by the market research company EuPD Research comes to the devastating conclusion: there are 288 tariffs from 194 providers for the 12,000 charging stations in Germany.
Automated conveyor systems have enabled the large-size fashion manufacturer to increase its returns processing capacity by around 30 per cent, according to Warehousenews.co.uk. The technology comes from Interroll.
The drugstore chain Budni is becoming a parcel shop for logistics provider DPD. In the first step, according to a report in the Lebensmittel Zeitung, the retailer wants to hold mainly e-commerce orders ready for collection in just under 100 stores in the Hamburg and Berlin regions. But parcels will also be accepted, including returns.
Amazon is the all-important player in the B2C parcel delivery market, accounting for more than 40 per cent of parcel volumes, shows a study by MRU reported by Die Welt. Incidentally, the busiest online shoppers do not live in the city, but in the countryside. The front-runner among parcel households, with almost 32 parcels per capita, is the district of Südwestpfalz. Around 95,000 inhabitants live there.
EBAY WANTS TO REDUCE WASTE WITH FLEXIBLE CURL PACKAGING
Packaging specialist Smurfit Kappa has developed corrugated packaging solutions for the online marketplace eBay, according to a report by Neue-Verpackung.de. These can be flexibly adapted to quantities, sizes and branding. In this way, eBay wants to contribute to more sustainability in the mail order business and at the same time improve the buying experience for its customers.
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