Customer experience success in Germany can vary depending on the industry a business is in. This is not because of certain brands but the level of expectations consumers have in each sector. For an example, in the grocery retail industry, expectations are quite moderate.
While on one hand, price points can cause concern to the German consumers, on the other hand there is a significant relationship between consumers loyalty and good customer experience. Compared to the financial services sector, the grocery retail sector in Germany is not that digitally driven due to its structure where consumer prefers the short distances, high product quality, fast accessibility, low price level, and the preference of selecting products on the spot.
Consumers do not transfer their expectations to the stationary grocery retail from the online platform.
The leading pillars of customer experience excellence in Germany is Integrity, Empathy, Personalization, and Time & Effort.
The top 10 Leading Customer Experience Brands in Germany are:
1. Hilton
Industry: Travel & Hotels
2. Fielmann
Industry: Non-Grocery Retail
3. ING
Industry: Financial Services
4. DM
Industry: Non-Grocery Retail
5. Techniker Krankenkasse
Industry: Financial Services
6. HUK-COBURG
Industry: Financial Services
7. PayPal
Industry: Financial Services
8. LEGO
Industry: Non-Grocery Retail
9. Ravensburger
Industry: Non-Grocery Retail
10. Otto
Industry: Non-Grocery Retail
