Success Story View all Personalise your delivery notifications to build loyalty
85%
of customers returned to the web shop
2.7
New touch points per customer
12%
increase in basket size
THE MISSION
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.
THE CHALLENGE
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.
“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.”
OUR SOLUTION
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.
THE RESULT
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.
