Customer Experience Trends - this parcel service is faster than DHL

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Customer Engagement

TAKEAWAY REPLACES THE CANTINE WITH TAKEAWAY PAY

Customer loyalty of a different kind: the restaurant delivery service allows companies to offer meal benefits to their employees. With "Takeaway Pay", they can order their lunch or dinner from Takeaway.com's delivery restaurants - and no longer have to go to the canteen.

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ALSO SWITZERLAND INTRODUCES A BONUS PROGRAMME IN THE WEBSHOP

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Since 11 November, resellers have been able to collect bonus points in the Also webshop when purchasing certain products. Members of the so-called "Also Bonus Club" can then spend them on various rewards, reports Inside-Channels.de.

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POWERFRONT VISUALISES CUSTOMER DATA AS AVATARS

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Now that's a really whacky look at customer data. Powerfront builds cartoon avatars from the information available about a customer and awards VIP badges to the best ones. Among the companies using it are luxury conglomerates like Gucci, writes the New York Times.

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CUSTOMER DATA IN B2B DISTRIBUTION - IMPORTANCE RECOGNISED, IMPLEMENTATION FLAWFUL

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92 percent of B2B sales staff know that customer data can be used to optimise B2B sales. In 80 percent of the companies, this data is also available in good quality. However, a study by Simon-Kucher & Partners shows that there is a lack of implementation.

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Customer Experience

DOUGLAS EROLGREICH WITH EXPERIENCE SHOPPING APPROACH

The approach of transforming itself from a chain store retailer to an omnichannel and experience shopping provider is working, reports the "Handelsblatt": Douglas increased its sales by a good five percent to 2.7 billion euros, with e-commerce being the most important growth driver with an increase of 38.9 percent.

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CUSTOMER COMMUNICATION IN ONLINE TRADE - MORE PERSONALISATION WORKS

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Reliable customer communication is essential in e-commerce. Customer loyalty can only be built if there is personal communication with customers.

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Logistics

GALERIA KARSTADT KAUFHOF NOW HANDLES LOGISTICS ITSELF

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Until now, Galeria Karstadt Kaufhof operated its warehouse through an external service provider. But in the course of the growing online business, the logistics strategy was rethought. In future, the department stores' wants to operate the logistics location Essen-Vogelheim on its own in cooperation with its logistics partner Fiege and create 500 new jobs. The Essen-Vogelheim location is the first logistics location to be transferred to Fiege and Galeria Karstadt Kaufhof, with the other locations to follow from next year, according to the company's press release.

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IKEA INVESTS IN RETOUR MANAGEMENT STARTUP

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Politicians accuse online retailers of thoughtlessly destroying returns. Ikea proves otherwise. The Swedes have invested in the start-up Optoro, which helps retailers manage and resell returns. Ikea now wants to use the technology in ten logistics centres, 50 shops and in the customer centre in the USA, according to "Internet Retailing".

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YOUNG WOMEN RETURN MOST

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Around eleven percent of all goods ordered online are returned to the retailer, the industry association Bitkom found. 22 percent of female consumers say they sometimes or even regularly order with the intention of returning the goods - for example, when it comes to clothes in several sizes. Among men, the figure is 17 percent, writes e-commerce-magazin.de.

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PAKET SERVICES IN TEST

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Especially at Christmas, the shipped gift should arrive on time and safely at its destination. But which delivery service is the fastest, which is the most reliable and with which are the parcels the safest? The German Institute for Service Quality tested the five largest parcel services. Shockingly, not all parcels reached their destination without an accident, reports Inside-Digital.de.

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CLICK & COLLECT GAINS IMPORTANCE BEFORE CHRISTMAS

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81 percent of customers are afraid of not receiving gifts ordered online in time for Christmas, shows a joint study by the IFH with ECE and Otto. This is where omnichannel retailers can score points.

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SMS PHISHING: DATA SLAUGHTER AND ABOVAL IN CHRISTMAS PACKAGES

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A recent case of SMS phishing shows why you should not leave your shipping communications to your logistics provider. Currently, fraudsters are sending SMSs in the DHL look and feel, asking customers to pay extra for their parcels. Via the landing page that follows the link, customer data is requested - and a subscription trap is also built in, writes Internetworld.de.

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DROPFRIENDS SOLVES THE LAST MILES

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Start-up Dropfriends is solving the last mile issue in a very different way again. The company wants to use crowdsourcing to set up a kind of independent parcel shop infrastructure that will make parcel delivery fairer and more reliable, according to "t3n". The friendly neighbour who always accepts parcels is now integrated into an infrastructure and remunerated. However, commercial acceptance points can also participate in Dropfriends.

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