Adapting To The New Normal

Aldi quickly adapted their customer strategy in-light of the global pandemic. By utilising their CX programme to continually monitor their customers’ feelings, Aldi is able to make thoughtful decisions to improve their customers’ experiences and take action quickly.

Despite a shift in the market, Aldi have maintained great engagement with their CX programme, with over 100,000 responses since the start of March 2020 and have maintained their pre-pandemic level of customer advocacy during this trying time with NPS remaining the same.

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