Naturelle
In a strategic collaboration with WWF, Mixtra embarked on a mission to create a dynamic and engaging game that would serve as a powerful tool in raising awareness about endangered animal species. Understanding the overarching goal of WWF to leverage gamification as a means of educating and mobilizing individuals towards conservation efforts was paramount in shaping the project.
AMA Group, a prestigious fashion consortium hailing from Borås, boasts a rich heritage and an unwavering commitment to quality. For several years now, Mixtra has been a vital ally, enhancing AMA Group's customer service operations and spearheading their foray into digital marketing.
In the realm of customer service, Mixtra ensures that AMA Group's Finnish and Swedish clientele receive nothing short of excellence. With an acute understanding of AMA Group's emphasis on quality, Mixtra delivers a level of service that exceeds expectations, fostering lasting relationships with customers.
As the partnership between AMA Group and Mixtra continues to flourish since 2023, their collaboration has extended into the realm of digital marketing. Recognizing the immense potential to elevate sales to new heights, Mixtra employs innovative strategies to drive growth and engagement in the digital landscape.
AMA Group values Mixtra's dedication to maintaining the highest standards of quality in both customer service and digital marketing. Together, they are reshaping the fashion landscape, seamlessly blending tradition with innovation to create unparalleled experiences for customers.
This enduring partnership between AMA Group and Mixtra symbolizes a shared commitment to excellence and a relentless pursuit of success in the dynamic world of fashion.
For over a decade, Mixtra has been the trusted partner of Gudrun Sjöden, providing unparalleled customer service and meticulous return handling. In the dynamic world of high fashion, where every detail matters, Mixtra has consistently delivered excellence.
At Gudrun Sjöden, unique high fashion clothes meet discerning clientele, demanding nothing but the best. Mixtra rises to the occasion, offering the highest quality of customer service tailored to Gudrun Sjöden's esteemed customers. With over 12 years of dedicated service, Mixtra has mastered the art of customer satisfaction, ensuring each interaction is seamless and delightful.
Moreover, Mixtra takes charge of Finnish return handling, a critical aspect of Gudrun Sjöden's operations. Every return is meticulously managed, processed, and prepared for resale, guaranteeing efficiency and accuracy. This ensures that returned items are swiftly reintegrated into inventory, ready to grace the racks of Gudrun Sjöden's main warehouse once more.
In the realm of high fashion and customer care, Mixtra stands as a beacon of reliability and excellence. Their unwavering commitment to Gudrun Sjöden's vision and values makes them an indispensable partner in the pursuit of perfection.
Mixtra plays a pivotal role in providing comprehensive logistics support for Norris Cosmetics. Their expertise, professionalism, and dedication significantly contribute to Norris Cosmetics' operational success. Mixtra handles all aspects of logistics, including packing, warehousing, and shipping, ensuring seamless operations for Norris Cosmetics. Their meticulous attention to detail and efficient handling of logistics operations make them an invaluable partner to Norris Cosmetics. Mixtra's exceptional services guarantee smooth logistics operations, allowing Norris Cosmetics to focus on their core business activities with confidence.
Mixtra provides comprehensive digital marketing support and customer service for Fyrklövern. Their professionalism, expertise, and dedication significantly contribute to the success of Fyrklövern's marketing campaigns. Mixtra excels in managing translations, crafting compelling copy, and effectively managing newsletters. Additionally, their top-notch customer service via phone and email ensures client satisfaction and loyalty. Mixtra proves to be an invaluable partner to Fyrklövern, offering outstanding support in both digital marketing and customer service realms.
The most common measures for the customer service are Service level, NPS and additional sales. Service Level can include e.g. how much of the calls should be answered and in what time, this same logic also applies to e-mails and other channels. Service Level is a good and clear metric to guide customer service with numbers, but unfortunately it does not tell everything about the customer experience or the success of the customer service event.
The NPS measurement, on the other hand, tells specifically the customer’s honest opinion about the quality of customer service and the probability that she/he would recommend a brand or store. From the NPS results, we can also conclude what would be the probability the customer will purchase again from a certain store.
Additional sales in customer service divides opinions, whether it is part of customer service or not. In our opinion, this is part of good customer service because it’s very customer-oriented to tell, for example, about ongoing campaigns or even offer benefits available only to current customers in a customer service situation, since many campaigns are aimed only at new customers.
By developing all these results, you can see the positive correlation with the customer lifetime value.
How do you measure your customer service?
In Finland, domestic marketplaces and online stores can gain a competitive advantage from the following values: local products, reliability, and responsibility of Finnish-language service.
In foreign online stores and marketplaces, the difficulty of contacting the customer service in problem situations is perceived as one of the challenges of using these channels. (Source: online shopping in Finland 2022 survey)
So, a tip for foreign online stores, when you operate in the Finnish market, invest in good Finnish-language customer service.
“In Finland, 34.7 percent of respondents consider face-to-face transactions to be the most personal, but the phone comes right after with a good 30 percent. New digital channels, such as chatbots, comes clearly behind.”
This is a quote from Finnish online media called Markkinointiuutiset (Marketing news) and the numbers are based on research made by Enreach. (Article is in Finnish only, link is in the comments)
Though the most personal ways of handling the customer service situation are face-to-face or on the phone, you should not forget these people who prefers these new digital channels, because this might be the majority in the future, so brands and stores serving also them through these preferred channels today are definitely firming their position right now and also in the future.
There are around 20 million people shopping online in the Nordic countries.
We as Mixtra are specialized to help companies’ entry and succeed in these markets. Although the Nordic market may be seen as one, there are still differences between the countries, for example in payment methods, ways to handle the customer service and of course language is different in all these countries.
Source: E-commerce in Europe 2020 by Postnord