Customer Experience Trends - Expectations of Online Retailers Increase by Corona

Customer Experience Trends - Expectations of Online Retailers Increase by Corona
Published on: Jul 9, 2020
Updated: Aug 19, 2022

Here are the latest trends summarised for you by the expert for after-sales customer experience.

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Customer Experience

Challenges for online retailers increase thanks to Corona

Those who want to appeal to the consumer group of "heavy shoppers", who are responsible for more than half of all purchases on the Internet, must offer short delivery times, reliable delivery and convey security when shopping, shows a study by Arvato Financial Solutions. For other target groups, price also plays a major role.

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When the package becomes the highlight of the day

Since the start of the lockdown, almost half of Britons (45%) have received more parcels than before the exit restrictions. This is according to a recent survey by Royal Mail. More than a third said getting a parcel was the highlight of their day, according to For more than half (53%), parcels had become more important. This makes an excellent operations experience all the more important.

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Augmented reality, PWAs, voice search - this is what tomorrow's e-commerce will look like

In the highly competitive and extremely dynamic e-commerce market, online retailers need to be aware of the latest trends in order to offer their customers an exceptional customer experience. Customer habits can change very quickly, especially due to new technologies, reports E-Commerce Magazine.


Customer loyalty

How do retailers get to grips with the problem of track & trace?

All retailers preach that they want to offer their customers the best possible shopping experience, but suddenly stop doing so after the order has been sent. Shipping is a very emotional phase for the customer and often has an influence on whether or not the customer will order from the retailer again in the future.


How Douglas uses its loyalty card to motivate stationary customers to buy online

The lockdown month of March brought a 40 per cent drop in sales for the Douglas perfumery chain. Online sales, however, increased by 50 percent in March compared to the previous year. The Handelsblatt reports that through targeted advertising and addressing participants in the loyalty card programme, nine out of ten customers who previously only shopped in shops were persuaded to shop online through the programme.

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Autodoc lets frequent customers save

The online retailer of car spare parts launches the "Autodoc Plus" discount programme for frequent customers. Customers who frequently order car parts from Autodoc can add premium options at reduced prices, get their order as a priority order and secure additional discounts on delivery costs and products.

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Müller turns app into loyalty card

The drugstore chain has launched a purely digital loyalty programme, initially in Austria. The aim is to address customers in an individualised way. According to the company, the discount system in the form of an app will also be launched in Germany at the end of June, writes Lebensmittel Zeitung.

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Digitec Galaxus offsets CO2 individually for three million products

Swiss e-commerce market leader Digitec Galaxus is launching a novel CO2 compensation programme that assigns an individual compensation price to each of its three million products. The compensation chain is calculated individually for each product according to a model and extends from raw material extraction, production and transport via our warehouse to the customer's home.

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Amazon wants to buy Zoox

The start-up plans to build a fully autonomous vehicle later this year. That has piqued Amazon's interest. Sales negotiations are already underway.

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How the start-up Forto was able to grow during the crisis

Logistics start-up Forto, which operated as Freighthub until a few weeks ago, is reorganising its management team. To this end, the Berlin-based company is strengthening itself with an experienced manager from logistics giant Amazon. While co-founder Ferry Heilemann is leaving the management, Christoper North is joining the management team as a consultant. The platform expert had co-managed Amazon's European business from Great Britain for five years.

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Otto opens mail order centre in Ansbach:

In Ansbach, Bavaria, the Otto Group has commissioned a new logistics centre tailored to the handling of furniture as well as large electrical appliances. The Otto mail order business is the main beneficiary of this additional location, reports

>> To the article delivers with Mercedes e-vans

In order to be able to meet the rapidly increasing demand for online groceries as sustainably as possible, has been using the so-called "polar fox" since the beginning of April. This is an eVito with a special refrigeration conversion solution from Kerstner GmbH. The result: customers get the ordered goods well cooled and delivered directly to their homes with zero local emissions.


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