[ CASE STUDY ] Lidl increased basket size and customer retention

Lidl Increased basket size and customer retention. Here’s how they did it. When Lidl personalized their delivery to build loyalty, they saw an 85% increase in traffic.

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 GOAL:

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.

THE 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.

EXPERIENCE MORE:

Want a preview? Access some examples of post-checkout touch points from our customers. Experience outstanding Operations Experience first-hand. Take a look

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