Customer Experience Trends - Experience Loyalty schlägt Brand Loyalty

Customer Experience Trends - Experience Loyalty schlägt Brand Loyalty
Published on: Sep 25, 2020
Updated: Aug 18, 2022


It's that time again!
Time for your summary of the news on the topics of after-sales services, customer loyalty and logistics.

We hope you enjoy reading



Experience Loyalty beats Brand Loyalty

The times when companies could define what customers think about them with the help of advertising alone are over.
In the age of social media, customers influence the image of a brand themselves and directly.
And in doing so, they evaluate not only the product quality, but the entire brand experience. We were allowed to explain what this means in a guest article for Horizont.

>>To the article

Lidl launches Lidl Plus in Germany

The discounter will soon launch its smartphone-based loyalty customer programme "Lidl Plus" across Germany, as reported by the "Lebensmittelzeitung". With the customer data gained from this, Lidl wants to develop a comprehensive Big Data strategy, similar to that of e-commerce companies. Customers are to be motivated to use the app through personalised coupons, loyalty points and competitions.


Young consumers expect more benefits from loyalty programmes

Customers do use incentive programmes, but they are usually not enthusiastic about them. This is how a study by Ingenico can be summarised in a nutshell.
44.4% would expect an integrated payment function, for example.
41.6% want to use the rewards programme via app, 62.9% expect personal offers and 22.8% community features.

>> To the contribution


Exclusive insider tip!

Free webinar

We've teamed up with Forrester to create a free webinar on Operations Experience.
On 26 August at 3:45pm, our Founder and CEO, Tobias Buxhoidt, will speak with Emily Pfeiffer, Senior Analyst at Forrester, about the opportunities and benefits of optimising the post-sale customer experience to create loyalty and turn your customers into fans.

In detail:
When: 26 August at 15:45 (CET)
Where: online of course
Language: English


So improve shipping communication

Customer service, which is often overloaded in Corona times, is frequently confronted with one question in particular: "Where is my package?"
The distributor Also is providing relief here and is now using our Post Checkout and Track & Trace programme in its online shop. Resellers receive information about all delivery events.

>>To the contribution

I'd rather not do it this way! Gonser fluffs on customer service

Internet retailer Gonser is annoying its customers with abysmal customer service. Dozens of customers complain about wrong deliveries or deliveries with sometimes massive damage.
According to, customer service can now only be reached by mail and only with long waiting times.

>> To the article

Amazon rolls out "Amazon tag" in Germany

With the "Amazon Tag", the online retailer has been offering its customers in the US the option to have ordered products delivered on a certain desired day since March 2019. In November 2019, the US company also entered a test phase with the new service in Germany. Now the service is to be rolled out on a large scale, according to the Amazon Watchblog.

>> To the post

AO expands its logistics

We dare say that no other online white goods retailer in the European region is as service-oriented as AO.
Now the company is expanding its logistics staff at its hub in Crewe, England, by another 250 new employees.
This is the retailer's response to increasing customer demand, according to Internet Retailing.


Customers expect quick feedback

When customers have a question, time is of the essence, a study by Parlamind shows. Six to 15 seconds of waiting time are tolerated for chat enquiries.
For enquiries via email, the tolerance threshold is one hour.
If online retailers do not want to lose customers, automated customer communication is a must, the study authors emphasise.


Wrong channels in customer communication lead to frustration

Email, WhatsApp or chats?
Every country has its preferred communication channels.
Failing to take this into account in customer communication frustrates consumers and sinks money, says a study by Vonage.

>> To the contribution

Shoppers have high expectations of online shopping

Due to the Corona crisis, expectations of online shops have risen.
This can be deduced from a study by Rosenberger Management & Strategieberatung, which was conducted together with the Macromedia University of Applied Sciences and the market research institute TestingTime.
The shopping experience is supposed to be high-quality and sustainable.
However, in the survey, which can be read at Telecom Handel, it also becomes clear: The reality looks different.

>> To the contribution

Study: Companies get bogged down in CX issues

In its study "The Market for Customer Experience Services in Germany", the consultancy Lünendonk & Hossenfelder investigates how decision-makers approach the topic. The result: two-thirds of the decision-makers surveyed openly state that they are unable to implement planned projects. This is mainly because they have started too many projects and initiatives at the same time and lack agile structures and budgets, writes



Otto, Tchibo and the Avocadostore test reusable shipping packages

Sustainability is increasingly becoming an issue for online customers.
The mail order giants Otto, Tchibo as well as Avocadostore, an online marketplace for eco fashion, are taking part in a three-year research project to test reusable shipping bags in practice.
The praxPACK project, funded by the Federal Ministry of Education and Research, is coordinated by the Hamburg Institute for Ecology and Politics (Ökopol), reports

>> To the contribution

How retailers can minimise returns

Eva Aumüller from the e-commerce department at Wedel University of Applied Sciences has been looking at solutions to minimise unwanted returns.
According to a report by, the two most promising approaches in this study are the establishment of a so-called "CO2 account", which allows customers online to track the climate-relevant impact of their shopping behaviour, and improved size recommendations.
Overall, 56 per cent of consumers are in favour of online retailers taking action against frequent returners.

>> To the article

AliExpress cuts delivery times to Europe by 30 per cent

China is moving a bit closer to Europe again. That's because the Chinese marketplace is looking to speed up its delivery times to Spain and surrounding countries by up to 30 per cent by launching a new route between Hong Kong and Madrid. According to Ecommercenews, AliExpress' goal is for European customers to have to wait a maximum of ten days for their order.


Amazon pays Corona bonus

The online retailer Amazon wants to pay its employees in logistics a Corona bonus of 500 euros for June, Wirtschaftswoche has learned.
More than 13,000 employees in the logistics and shipping centres in Germany who worked for the online retailer in June will benefit from the bonus.
Subcontractors who deliver packages on behalf of Amazon, for example, are also to pay their employees a bonus.

>> To the article

Walmart and Instacart deliver in an hour

Online grocery is getting faster and faster.
Same Day was yesterday, the new challenge is called one-hour delivery.
Walmart and Instacart are now testing it in four markets in California and Oklahoma, according to In addition to Walmart, Instacart also delivers for Aldi, Target, Costco, Albertsons and Kroger.


DHL software solution aims to speed up order processing in online retail

DHL has developed a plug-and-play software solution that aims to improve fulfilment for online shops.
According to a report by, the software uses algorithms and data science to optimise, for example, routes for picking goods and staff deployment in the warehouse.

>> To the contribution

Otto sells parts of Hermes to investment company Advent

It has been known for some time that the Otto Group is looking for a customer for its logistics subsidiary Hermes.
Now Otto is selling 25 percent of Hermes Germany and 75 percent of Hermes UK to Advent International. According to a Spiegel report, the companies will continue to be run by local management.

>> To the article

Amazon Air seeks hundreds of employees in Leipzig

Amazon Air is one of the few aviation companies in Germany currently looking for staff, reports
Up to 200 positions are to be filled following the inauguration of the new cargo centre at Leipzig/Halle Airport planned for later this year.

>> To the contribution

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