Shapers of the Future: The Customer Understanders - Fielmann wins back disaffected customers with digital tools
Every year, the optician lost 700,000 customers due to waiting times that were too long. With the help of AI, Fielmann is now simplifying eye checks and glasses purchases, and has thus increased its market share.
Fielmann, a leading German optician chain, has successfully implemented digital tools and artificial intelligence (AI) to enhance customer service and increase efficiency. The company's flagship store in Hamburg, which serves 45,000 people a year, has seen a significant improvement in customer satisfaction and sales. Fielmann's digital strategy, which includes online appointment booking and virtual try-on, has resulted in a 7.4% increase in sales to €2.4 billion and a 33% increase in annual surplus to €205 million in 2025.
The company aims to reach €4 billion in sales by 2030 and has increased its market share in Germany to 57%.
Written by urgent.news from Handelsblatt's report — not a translation of it. Machine-written — may contain errors; check the original before relying on it.
