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We are all ears: ALDI Spain embraces dialogue

Customer dialogue in Spain – Sustainability at ALDI North

Customers’ expectations are becoming increasingly complex. What does this call for? More communication! This is necessary across all channels – whether right in the store, on social networks or taking the traditional route with phone calls and emails. ALDI Spain shows how it’s done.

 

We want to offer our customers many different ways of getting in touch with us, regardless of whether they have questions about our products and offers or are interested in becoming an employee. Under the name Contigo ALDI (“ALDI at your side”), ALDI Spain has set a great deal in motion since the end of 2016 to further professionalise customer service. Today, people can reach out to us through our Spanish company profiles on FacebookTwitterYouTubePinterestInstagram and LinkedIN. Customers can of course continue to contact us by calling by phone, filling out a contact form or writing an email.

 

95 %

of those making enquiries have a positive opinion of the customer service.

Diagram who is making enquiries – Sustainability at ALDI North

46 %

of those making enquiries do so by phone.

Diagram what are the enquiries about – Sustainability at ALDI North

Being a good neighbour

VWe actively seek dialogue with customers, neighbours and other stakeholders, especially if we open a new store or reopen an existing one. Since 2014, we have been following a uniform communication strategy in Spain to help us with this. It includes product tastings, special customer magazines about the opening, invitations to members of the local press and public authorities, as well as promotional giveaways. The cooking demo campaigns featuring professional chefs are particularly popular. We put great emphasis here on healthy recipes and sustainable ingredients. Since 2014, we have already opened more than 100 stores using a communications campaign like this, reaching around 190,000 people in this manner. A model campaign: Stores are opened or reopened in a similar fashion in other countries once the ALDI Nord Instore Konzept has been applied to them.

In the first year of our communications campaign alone, we received

111000

enquiries through Contigo ALDI.

Online

Many people choose to connect with ALDI Spain online. A look at our different social media channels can be found here:

online presence – Sustainability at ALDI North

Social Media: Facebook, Twitter, YouTube, Pinterest & Instagram

GRI

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