Customer Experience Trends - Customers don't like chatbots

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Customer Engagement

AMAZON GIVES A LIVE CONCERT BY MARK FOSTER

While other retailers are trying to "wow" their regular customers with ten per cent discounts on their birthdays, Amazon is really letting it rip for its Prime customers for the second time. After the Fantastischen Vier, Mark Forster is now singing exclusively for Prime members. On 9 December, he will perform the Christmas concert "Coming Home for Christmas" in his hometown Kaiserslautern. The songs are from the current album  "Liebe b/w", which is released on 29 November. Amazon members can listen to the concert either from home or live in an exclusive small circle - even before Forster goes on tour with it next year, writes wuv.de.

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OTTO RELIES ON PAYBACK IN AUSTRIA

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In Germany, Otto has its own customer loyalty programme. In Austria, the company is now relying on the help of Payback. Three million Payback customers can now collect points when they shop at Otto, reports Location Insider. 

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MARC O'POLO INTERNATIONALISES CUSTOMER RELATIONSHIP

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The fashion brand is expanding its loyalty programme "Marc O'Polo Members", established in Germany, to several foreign markets. Customers in Belgium, France, the Netherlands, Poland, the Czech Republic and Romania can now also collect points, receive vouchers for them and use exclusive services such as Click & Collect or Reserve & Collect. There are also plans to extend the programme to other countries, according to Fashion United.

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ORSAY BENEFITS FROM LOYALTY PROGRAMME

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Through its loyalty programme, the fashion brand collects data about its customers. This data is used for tailor-made offers. The increasing omnichannel share of sales shows that this works. Now the next big milestone is AI, writes W&V Plus (for subscribers). 

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Customer Experience

CUSTOMERS DON'T LIKE CHATBOTS

Have companies like Lidl, Lufthansa, Opel, Ikea or Dr. Oetker backed the wrong horse with chatbots? A recent survey by software provider Freshworks at least comes to the conclusion that customers prefer personal interaction with a staff member, it says at Horizont.net. 

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BLACK WEEK & CO. - PROVIDING EXPERIENCE THROUGH DISCOUNTS

Those who only rely on discounts are entering a price spiral that is turning faster and faster and from which retailers can only emerge as losers compared to the big players, find Janine Seitz from the Zukunftsinstitut and Theresa Schleicher from VORN Strategy Consulting in a guest article for W&V. They advise: retailers should take advantage of the hype. Their advice: retailers should use the hype of shopping holidays and surprise customers! Not with the price, but with small promotions that come from the heart.

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Logistics

NOTEBOOKSBILLIGER.DE WARNS OF DELIVERY CHAOS

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The electronics mail order company warns of delivery delays on its web shop on orange-lit grounds, according to "Exciting Commerce". Due to the many promotions on Black Friday, it could take up to four days longer for orders to be delivered, it says. They have no influence on the situation and ask for a little patience.

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THE ISSUE OF RETURNS MAKES ONLINE DEALERS HORRIBLE

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High returns pose major challenges for online retailers. In the fashion sector, return rates are sometimes as high as over 60 per cent. In our infographic, we have summarised the most important facts on the topic of returns;

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AMAZON TESTS RETURNING WITHOUT PACKAGING

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In Spain, customers can now return their Amazon orders without a box. All they have to do is hand in the item in its original packaging at one of the 2,000 bases of the logistics company Celeritas after selecting this option on the Amazon website. The returns are collected by Celeritas and transported to Amazon in larger loads, writes Location Insider.

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