Customer Experience Trends - Late delivery upsets customers

Register here for our Customer Experience Trends:

Customer Engagement

PRIME CUSTOMERS PAY BETTER

Who actually uses Amazon Prime? Economists at the Frankfurt University of Applied Sciences wanted to know and found out: the rate of Prime customers among consumers with a household net income beyond 10,000 euros is 51 percent. Only 36 percent of those with a household net income of less than 1,300 euros use Prime. That's actually logical, because ten euros a month is a lot of money. In addition, Amazon Prime is particularly popular with younger people: in the age group of eighteen to twenty-nine-year-olds, 58 percent were Prime customers;

>>> THE CONTRIBUTION

LIDL BRINGS LIDL PLUS TO SLOVAKIA

.

Lidl continues to roll out its mobile bonus programme Lidl Plus in Europe. For a few days now, the purely app-based loyalty and discount system has been live in around 140 Lidl shops in Slovakia. 

>> THE CONTRIBUTION

GALERIA KARSTADT KAUFHOF INTRODUCES NEW CUSTOMER CARD

.

The department stores' group celebrated the introduction of its new customer card in the shops with cake, prosecco, canapés and a variety of promotions in the shops. In the run-up, the department stores' chain was already able to convince 200,000 customers to share their data with the company. This is already far above expectations, said Thomas Wanke, Head of Sales at GALERIA Karstadt Kaufhof;

>>> THE CONTRIBUTION

Customer Experience

SHIPPING EXPERIENCE IS PART OF THE CUSTOMER JOURNEY

.

"When it comes to the customer's brand experience, the online order and the shipping service simply go hand in hand," says Nicola Perl, Division Manager Customer Experience & E-Commerce at Hermes, in an interview with W&V. We can fully subscribe to that. 

>>> To the CONTRIBUTION

BUYING FOOD ONLINE - HOW SENSIBLE IS THE TREND?

Nowadays, customers can buy just about anything online. What would have been unthinkable in the past is now standard. Even buying groceries is now done over the internet. But who buys food online and is the trend here to stay?

>> To the article

RETOURING MUST BE MORE COMFORTABLE

.

Those who throw obstacles in the way of customers when it comes to returns are quickly getting rid of them altogether, a study by ShipStation shows. In the USA, 95 per cent of consumers said in a survey that they would be less likely to buy from a retailer again if the returns service did not convince them, reports Bizreport;

>> TO THE CONTRIBUTION

Logistics

DHL DELIVERS SPARE GOODS FASTER NOW

DHL is expanding its 2-man handling offer and, according to its own information, is enabling its business customers to transport bulky and large goods, such as furniture, furnishings or consumer electronics, particularly quickly with the Premium24 service, reports Moebelmarkt.de. DHL delivers the goods to the recipient on the next working day, regardless of whether the business customer uses the central DHL warehouse in Ludwigsau, delivers the goods to DHL in Ludwigsau or DHL collects the goods directly from the business customer. 

>>To the contribution

LATE DELIVERY DISTRUCTS CUSTOMERS

Late delivery of goods is one of the most frequent negative experiences when shopping online: 84 percent are familiar with this problem, among them 12 percent experience it frequently and 72 percent rarely, according to derStandard.at;

>>> THE CONTRIBUTION

LESS CHANCES AGAINST RETURNS

.

Will it ever be possible to reduce the returns rate in online retailing? The EHI does not expect this to happen in the foreseeable future. The rate has settled at 20 percent for years. And that is not expected to change much in the future;

>>> To the contribution

SUSTAINABLE SHIPPING OPTIONS BECOME MORE IMPORTANT

.

More and more customers are critical of online retailing from an environmental point of view and prefer retailers that operate in an environmentally friendly way. Among these aspects, Quickpac from St. Gallen stands out in particular, finds the Swiss consultancy Carpathia. As the first parcel service provider in Europe, Quickpac relies exclusively on electric cars for the delivery of parcels. The fleet already has more than 100 electric vehicles, with which 25 percent of all Swiss households can be reached as of the beginning of this year. 

>> To the contribution

LIDL BRAKES SAME-DAY STOPS IN BELGIUM

.

Since October 2018, Lidl customers in Ghent, Belgium, have been able to order groceries online and receive them the same day from a bicycle courier. Now, according to information from "Internet Retailing", the project has been stopped. The results are to be evaluated, according to the company;

>> To the contribution

OTTO TESTS UPGRADE PLASTIC DOORS FOR E-COMMERCE LOGISTICS

.

Since January, the Hamburg-based shipper has been running a test together with the Spanish start-up Cadel Deinking, in which used plastic is recycled and reused to produce new bags. In this way, the company plans to use a total of 85,000 recycled polybags for shipping over the next eight months. 

>> To the contribution

INTERNET WORLD BUSINESS WANTS THE BEST PACKAGING

.

INTERNET WORLD Business' shop award has a new category. Among other things, the search is on for the best packaging. And who can help with the selection? We. 

>> To the entry