Customer Experience Trends - Poor returns service kills customer loyalty

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Customer Engagement

AMAZON GAINS FIVE MILLION NEW PRIME CUSTOMERS - IN ONE WEEK

Well done to Amazon's Christmas sales again this year. The most startling figure on the balance sheet (from the competitors' point of view): In one week alone, the retail giant gained five million new Prime customers.

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PAYBACK DISPLACES DEUTSCHE POST'S READER SERVICE

Since 2 January, Payback users can no longer collect points with the help of subscriptions to the reader service. Instead, the reader service wants to focus more on "attractive rewards outside the Payback partner programme" in future. What this means exactly is still unclear, writes Reisetopia.de.

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DM PERSONALISES CUSTOMER LANGUAGE PER APP

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The drugstore chain is working on its discount concept and wants to score points with customers in 2020 with coupons. The price reductions are to be displayed via app. The concept is impressive: The drugstore group wants to distribute over 100 million euros to its customers, reports Chip.de.

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RAKUTEN EXCHANGES TRUST POINTS FOR CRYPTO MONEY

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The Japanese e-commerce giant has launched a service that allows customers to exchange loyalty programme points for Bitcoin, Ethereum and Bitcoin Cash. The company intends to further boost the adoption of cryptocurrencies in Japan, according to Crypto-News.co.uk.

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Customer Experience

STUDY: MISERVE SERVICE IN RETURNS KILLS CUSTOMER LOYALITY

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We've been preaching it for years, and now a study backs up the thesis: online retailers must not put obstacles in the way of their customers when it comes to returns, but must make it as convenient as possible for them. According to a study by ShipStation in the US, reported by BizReport, 95 per cent of consumers say that poor returns service makes them less likely to shop with that retailer again.

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THESE ARE THE TOP 5 E-COMMERCE TRENDS 2020

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If you want to stay on the ball in online retail, you shouldn't miss the e-commerce trends 2020. New trends are added every year, because new technical innovations are constantly emerging - and online retailers should keep an eye on them if they want to be successful.

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AMAZON'S MARKET DEALERS DON'T COMPLETELY SURPRISE

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6.4 per cent of Amazon customers were not satisfied with their Christmas shopping experience with a marketplace partner, an analysis by Marketplace Pulse shows. For this, 8.5 million reviews were analysed. 6.4 percent of them were negative. In the USA, Great Britain, Germany and Japan, the rate of dissatisfied customers was lower. In Brazil, Spain and India, on the other hand, it was significantly higher.

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Logistics

HERMES DIGITALISES THE BENEFIT CARD

Recently, parcel recipients have been informed by e-mail if the Hermes courier was unable to meet them during delivery. The digital notification card is gradually replacing the blue paper card in the letterbox. The rollout is being carried out gradually for all customers whose valid e-mail address is available to the parcel service. The introduction was preceded by an extensive pilot test, according to Stadt-Bremerhaven.de.

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THE GREENS WANT TO PUNISH PACKAGE SERVICES FOR POOR PERFORMANCE

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At the turn of the year, a figure circulated through the media landscape: 17,000 complaints were received by the Federal Network Agency in 2019 because consumers were annoyed about the service quality in the delivery of letters and parcels. At the same time, according to a report in "Der Spiegel", Katrin Göring-Eckard, head of the Green Party parliamentary group in the Bundestag, announced that she wanted to impose financial penalties on companies with poor service in the mail-order business. But the figures of the network agency show: The problem is smaller than the headlines would have us believe, MDR calculates. Of the 17,000 complaints, only 6,000 concerned parcels. With a total of over three billion parcels delivered in 2019, consumers were only annoyed about 0.0002 per cent. 

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