Customer Experience Trends - Customer loyalty like Amazon
Here are the latest trends summarised for you by the expert for after-sales customer experience.
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Customer Engagement
FRESSNAPF HAS GREAT PLANS FOR CUSTOMER RETENTION
The pet specialty store chain puts customer loyalty at the centre of everything it does - online and in face-to-face sales contact. The goal: to be the No. 1 contact for all pet-related topics in 2025. The basis is to be provided by data-driven professional and personal customer advice that is aligned with the customer's needs and the pet's life cycle. To this end, Fressnapf is creating a Facebook for dogs and cats, according to an article in "Die Welt".
KELLERSPORTS SEES ITSELF AS THE "MILES & MORE" FOR SPORTS
.Keller Sports aims to have 100,000 paying members in its loyalty programme in the coming year. This is a great success, as the programme has only existed since winter 2015. What makes the programme so attractive and what else Keller Sports does for good customer service is what co-founder Jacob Keller tells Internetworld.de in an interview.
PICNIC WILL DELIVER FREE CHRISTMAS TREES
.The grocery delivery service has already wowed people with its service in the past. For Christmas, the start-up is stepping it up a notch. Customers will receive free delivery of Nordmann firs. The company also wants to be present between the mulled wine pyramid and the bratwurst stand. >>>Lebensmittel Zeitung (for subscribers)
Customer Experience
MOLUA CATAPULATES TO 15 MILLION EURO SALES
THROUGH GOOD SERVICE.Photos of colleagues in the email signature, fast response times to enquiries, a directly visible telephone number and good accessibility by telephone and, if necessary, professional and substantive advice from trained staff - among other things, these are small service details that customers of the online accounting company Molua appreciate - and reward with higher turnover, reports the Book Report.
ONLINE CUSTOMERS WANT TO DECIDE FOR THEMSELVES
UPS's annual study shows: an impressive website or a user-friendly app are not enough to satisfy online shoppers. Customers also expect the best possible service when it comes to delivery and returns. "Customers want to be self-determined in online retail these days. They not only want to choose their product, but also determine how they pay and when and where they receive the goods," says Thomas Zeller, Marketing Director UPS Germany and Austria. The "UPS Pulse of the Online Shopper Study 2019" captures trends, preferences and expectations of online shoppers in 15 countries in Europe, America and Asia, including Germany. More results can be read on Handelsjournal.de.
3 TIPS FOR BUILDING A CUSTOMER LIKE AMAZON
.Amazon is the prime example when it comes to customer loyalty. Ordering is easy, convenient and usually hassle-free. But this success does not come by chance. Amazon is not infrequently the first port of call when it comes to searching for a product on the internet. In fact, 62 percent of product searches start right there. In our article you will learn how you can compete with Amazon with your customer loyalty.
>>> To the article
STUDY: GERMAN MANAGERS RELATIVELY DO NOT CARE ABOUT CUSTOMER FEEDBACK
74 per cent of Canadian, 60 per cent of English and 59 per cent of US executives consider experience management a top organisational priority. This compares to only 44 per cent of German executives and 44 per cent of Japanese executives who place a similar importance on evaluating the experiences of their customers and employees. This is shown in a recent study by Qualtrics, reported on by Marktforschung.de.
Logistics
LIDL DELIVERS IN BARCELONA AND VALENCIA WITHIN ONE HOUR
.The discount grocer is stepping up the pace of delivery in Spain. In cooperation with Lola Market, grocery orders are delivered within one hour. Via the website or the app, customers can enter their postcode, select a store and then determine the delivery time. Lola Market's shoppers then carry out the order. Lidl has been testing the service in Madrid since May, reports eDelivery.net.
ALDI SELLS WINE IN THE USA THROUGH INSTACART
Aldi is expanding its range in the US, which is delivered via Instacart. Wine and beer can now also be purchased via the delivery service at almost all of the discounter's US locations, according to the "Lebensmittel Zeitung".
LOGISTICS INDUSTRY EXPLODES ALTERNATIVES TO HOUSE DOOR SUPPLY
Ordering clothes or electronics on the internet and then having them sent to your home: For many people, this is the shopping standard. It's just stupid if you're not at home when the parcel delivery guy rings the doorbell. But the industry is working on uncomplicated ways to reach the customer. Internetworld.de reports on the latest initiatives.
Written by
parcelLab
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