We are all ears: ALDI Spain embraces dialogue

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.

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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 Facebook, Twitter, YouTube, Pinterest, Instagram and LinkedIN. Customers can of course continue to contact us by calling by phone, filling out a contact form or writing an email.

Being a good neighbour

We 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:

Website screenshots and social media screenshots

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

More content
Highlights
France: from the region and onto the table

In France many consumers pay attention to where products come from . ALDI France therefore offers its customers numerous products from France as well as many specialities typical of the region

Management
Stakeholders & networks

The dialogue with our stakeholders provides us with valuable insights for our CR efforts. We are in contact with customers, employees, NGOs, initiatives, associations, suppliers, business partners, works councils and unions.

Key topics
Raising consumer awareness

Every year, consumers make 1.2 billion purchases at our stores. Our goal is to promote a healthy, sustainable lifestyle – and make it possible for a broad section of society to engage in affordable, responsible consumption.

Key topics
Product quality

We make no compromises when it comes to the quality of our products. We take responsibility for this aspect along the entire production and supply chain. The focus is always on our customers’ needs.

Key topics
Sustainable food purchasing practices

Our seasonal and regional product range played an essential role in our offerings. Our responsibility for these products stretches from the warehouse to the point of sale and beyond, including the more sustainable production of resources throughout the value chain.

Highlights
Come on in!

Quite a bit has changed here:The updated stores are bright and friendly, while more space, new colours and a clear presentation of products provide even better orientation.

Management
Corporate governance

ALDI North is an internationally successful discounter. Part of our business ethos involves taking responsibility for our actions. Our CR Policy is enshrined throughout the entire Group.

Management
Awards

We view awards as evidence that our efforts are bearing fruit. We therefore appreciated receiving various national and international acknowledgements and recognition in the 2017 reporting year

Management
Organisation

The ALDI North Group has always applied a reliable principle of clear, decentralised structures with short chains of command, and CR is no exception to this rule.

Key topics
Customer contact & service quality

The trust of our customers is our most valuable asset. That is why we listen carefully to what they want. For more than 100 years, we have consistently and systematically tailored our products and services towards the demands of our customers.