Discover how to retain customers in a competitive parcel delivery market through effective loyalty strategies, tailored to the needs of businesses and individuals.
Extract
[...] - The 4P, - Target market: delivery of parcels to businesses and individuals through its five subsidiaries. The company is also a player in the e-commerce logistics. - Price policy: imperative low costs, competitive prices - Product policy: rapid delivery service of goods and merchandise internationally - Knowledge of operational actors on the target market: an unconditional prerequisite for the development of any customer loyalty strategy - B2C (business to consumer), individuals are the target customer of the company as the goods and services designed for them. [...]
[...] Analysis of the needs of the target customer base of the French market for parcel delivery. - Profile of the French consumer in the e-commerce delivery market: all ages combined, all social categories combined (generalization of delivery use) - Price and product competitiveness: rapid delivery and low delivery costs. - The environmental parameter: consideration of the carbon footprint of delivery by French consumers II. Consumer behavior - The predominance of home delivery: 86% of deliveries in France (Xerfi, Arcep) - The smartphone, privileged instrument for ordering deliveries - Subscription to a delivery service subscription: more than a third of the French and over half of 18-24 year olds (Xerfi - Arcep) III. [...]
[...] - B2B (business to business), companies are the target customer of the company - B2G, public institutions (governments, municipalities . ) are the target customer - NGO, non-governmental organizations are the target customer Within the scope of parcel delivery and logistics activities, DHL offers B2B and B2C servicesretail service for example) Bibliography Fred Reichheld (1996), Loyalty effect : the hidden force behind growth, profits and lasting value, Harvard Business School Press. Bender,O (2010). The introduction of loyalty in business. https://www.scribd.com/doc/8748733/Introduction-a-La-Fidelisation-en-Entreprise. [...]
