Lidl Success Story Success Story View all

Personalise your delivery notifications to build loyalty


of customers returned to the web shop


New touch points per customer


increase in basket size

Lidl | Personalise your delivery notifications to build loyalty


Offer customers the highest quality fresh produce with the best possible service.

With only three employees and about 500 products, this small store became the foundation of Lidl’s far-reaching expansion. Now, Lidl operate around 11,200 stores in 32 countries.




Increase customer loyalty

Lidl knew that their post-sales experience needed to be improved to achieve their goal of boosting customer retention.

The team recognized the importance of keeping customers updated, from checkout to delivery, with branded and proactive touch points. That’s why they identified parcelLab’s platform as the best solution.


Innovation in logistics

parcelLab exploits previously untapped potential in the customer experience and thus improves the overall online shopping experience. After checkout, customers receive personalised emails with the look and feel of the retailer, providing real-time information about the order status and the current whereabouts of the parcel. This supportive and proactive service keeps retailers in touch with their customers during delivery. Customers feel that the retailer is interested in their needs and want to use this service in the future. This additional communication channel creates new touchpoints to bring enthusiastic customers back into the shop. This pays off because this returned traffic is not lost to DHL, but converts and generates additional revenue.

Christoph Wagner

“If you attach great importance to continuously improving the shopping experience, you show your customers respect. And that’s a very fundamental part of our business.”

Christoph Wagner Test Manager
Christoph Wagner
Image Description
lidl choose delivery date of arrival



Automated post-sales communication

The parcelLab platform provides Lidl’s customers with automated, personalized shipping messages and an integrated Order Status page.

These real-time updates include targeted, high value content that maximize engagement.

The platform is fully white labelled, so all touch points are branded with Lidl’s familiar tone and style, and all traffic is driven back to their online shop.




Deliver an engaging and exciting customer experience

By leveraging the parcelLab platform, Lidl has expanded their loyal customer base.

The proactive post-sales emails they send keep customers informed every step of the way.

Their targeted messaging adds value and leaves a lasting impression on customers, who become confident to reuse Lidl’s online shop.