Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Walmart wants to deliver you IN your home
Oct18

Walmart wants to deliver you IN your home

It should be always easier for people to order online, and in particular the delivery should be a smooth experience. Market researches show that delivery is actually a real pain point and the source of many complaints (delivery times longer than expected, nobody at home to take delivery of the parcel, …) In a attempt to do a thorough market research back in 2014-2015, we reported the huge progresses made by the logistics sector...

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DHL, Amazon and Audi partner to revolution the supply chain
May20

DHL, Amazon and Audi partner to revolution the supply chain

If you are in e-commerce, you know that delivery is a crucial part of the customer experience. If you want your clients to be satisfied and to repurchase from your site, you’ll have to make sure the delivery runs flawless. Yet, flawless delivery (on time) is not enough anymore : it needs to be free-of-charge and the trend is towards quicker and same-day deliveries. Customers’ expectations are more and more to get their order the same...

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5 points to check that your e-commerce website fulfils newest French law
Mar25

5 points to check that your e-commerce website fulfils newest French law

Dear webmaster and e-merchants, some changes are needed on your website if you do e-business in France. The Hamon bill must be enforced to avoid customer dissatisfaction ! Are you aware of the changes ? If not, reader further … you may get a few surprises. General Terms and Conditions The customer now has 14 days (instead of 7) to step back and renounce to a purchase. Returning goods is a major source of customer dissatisfaction...

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Must-read : interview of a customer satisfaction champion
Dec15

Must-read : interview of a customer satisfaction champion

We are publishing today a very special post. You’ll find below the interview of someone I consider to be a customer service hero, a champion of customer satisfaction. Frédéric Klotz had worked for RueDuCommerce (one of the most renown e-commerce website in France) for 10 years and became known on forums, blogs, social media for his outstanding qualities. He kindly agreed to give us an interview where you’ll learn what he learned in...

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Zalando : e-commerce giant recruits clients offline
Oct17

Zalando : e-commerce giant recruits clients offline

How can you push your organic growth in e-commerce? That’s basically the problem that Zalando is facing. The e-commerce giant is still not profitable and believes that profitability will come with economies of scale, which can only be achieved through recruitment of more customers. But customers are difficult to convince and Zalando must therefore go offline to find them. Two types of consumers with different behaviors This may seem...

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