Customer Experience Trends - Google wants to show parcel status

Customer Experience Trends - Google wants to show parcel status
parcelLab
parcelLab
Fri, 17/01/2020
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Here are the latest trends summarised for you by the expert for after-sales customer experience.

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Customer Engagement

CUSTOMER LIABILITYWORKS

After concerts comes sports: Amazon has entered the German market as a new player in live sports broadcasts. The US corporation has secured the rights for 16 top matches on Tuesday - and wants above all to bind customers to the platform, reports Deutschlandfunk. 

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DATE PANNEW AT LUFTHANSA MILES & MORE

This is oil on the fire of data protectionists: In Lufthansa's frequent flyer programme Miles & More, users who logged into their Miles & More account were at times able to view profile data of other user accounts and redeem other people's miles, writes Heise.de. 

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GALERIA KARSTADT KAUFHOF EXITS PAYBACK

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Less of a nice present for Payback, but strategically the right direction for Galeria Karstadt Kaufhof: the newly formed department stores' group is dropping out of the customer card system and wants to develop its own solution. The company can fall back on the Karstadt platform for this, reports the "Handelsjournal". 

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COOPERATE OTO READY AND CONRAD CONNECT

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Customer loyalty at its best is when the customer simply reorders the same product over and over again without a second thought. Otto and Conrad are now setting the course for this. For its smart ordering option "Otto ready", the Hamburg-based mail order company is now relying on Conrad Connect - and is thus strengthening its position as one of the leading IoT project platforms, according to channelpartner.de .

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Customer Experience

STUDY: THE UNUSED POTENTIAL OF AI
IN THE CUSTOMER EXPERIENCE

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Today, customers expect detailed questions about products, services and company policies to be answered directly. In reality, however, only 35 per cent of employees say this is possible, as the majority (57 per cent of respondents) do not have access to AI tools and just under 53 per cent do not have access to a knowledge base. 750 customer-facing employees, customer experience managers and content managers in seven countries on different continents were surveyed, writes Computer Reseller News. 

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Logistics

ZALANDO DELIVERS FASTER

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It is commonly said that customers value fixed delivery windows more than fast shipping. Nevertheless, both Zalando and AboutYou are stepping on the gas when it comes to logistics. Zalando is expanding its same-day service and delivers to customers in 30 cities on the same day, reports Lebensmittel Zeitung. And AboutYou co-founder Tarek Müller assumes in a "Handelsblatt" interview that delivery times in online retailing will drop to 90 minutes. (For subscribers)

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GOOGLE WILL DISPLAY PAKET STATUS

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Knowing faster where the parcel is: Google wants to show in future worldwide directly in the search results where a posted shipment is. All you need to know is the name of the shipping company and the consignment number. It remains to be seen how comprehensible the information there will be. In any case, traders should try to guide customers to parcel tracking in their own shop through service-oriented communication. Otherwise, they will give away great opportunities for repurchase. 

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Scientists DEMAND END TO FREE RETURN

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Is a statutory minimum fee for returns now coming after the 40-euro clause? At least researchers at the University of Bamberg are in favour of this. According to their calculations, a fee of three euros could already reduce the number of returns by 16 percent, writes Focus. 

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BUDNIKOWSKI ACCEPTS DPD PACKAGES

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In Hamburg, you can now pick up your parcels at drugstores. According to a report in "Die Welt", the Hamburg drugstore chain Budnikowsky and the parcel service provider DPD launched a corresponding pilot project three months ago. Since then, parcels can be picked up and sent in 20 shops. A DPD spokesman draws a very positive interim conclusion. 

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H&M SETS ON SUSTAINABLE DELIVERY

The fast-fashion retailer will in future deliver orders in the Netherlands using bicycle couriers. The choice is up to the customer whether to opt for a "greener delivery option". The Netherlands is the first country to offer this option. According to Fashion United, the cooperation partner is Fietskoerier.nl;

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HERMES AND DHL HAVE DELIVERY PROBLEMS BEFORE NIKOLAUS

Complaints about late deliveries from Hermes and DHL increased on various portals before St Nicholas Day, reports Logistics Watchblog. One of the reasons could be the warning strikes in the CEP industry. Those who cannot harness the reindeer in front of the sleigh themselves should at least be able to inform customers proactively in such cases. 

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PAKET INDUSTRY WANTS TO IMPROVE ITS DELIVERY PROGNOSES

This sounds like a better customer experience in logistics: Germany's parcel industry wants to improve its delivery forecasts with better data analysis, can be read on Finanzen.net . Currently, the time windows are still relatively generous - the waiting time for end customers waiting for an urgent parcel at home is correspondingly long. 

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