{"id":6233,"date":"2022-11-14T14:39:33","date_gmt":"2022-11-14T14:39:33","guid":{"rendered":"https:\/\/zenloop1.wpengine.com\/de\/?p=6233"},"modified":"2022-12-01T13:40:58","modified_gmt":"2022-12-01T13:40:58","slug":"keynote-postnord-cx1-retail-2022","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/de\/ressourcen\/keynote-postnord-cx1-retail-2022\/","title":{"rendered":"Managing CX Through Customer Expectations"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1>Managing CX Through Customer Expectations<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4>From the View of Logistics Providers<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"small-text\">Kati Packalen von PostNord geht die notwendigen Schritte durch, um das Vertrauen eines Kunden zur\u00fcckzugewinnen.<\/p>\n\n\t\t\t\t\t\t\t\t\t\t<div class=\"buttons\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"#form\" class=\"button\">Jetzt anschauen<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"942\" height=\"482\" src=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/11\/220516-event-detail-page-header-cx1-postnord.png\" class=\"attachment-full size-full\" alt=\"postnord header\" srcset=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/11\/220516-event-detail-page-header-cx1-postnord.png 942w, https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/11\/220516-event-detail-page-header-cx1-postnord-300x154.png 300w, https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/11\/220516-event-detail-page-header-cx1-postnord-768x393.png 768w\" sizes=\"auto, (max-width: 942px) 100vw, 942px\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-features  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">Key Facts<\/h2>\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr\">\n\t\t<div class=\"grid features\" style=\"grid-template-columns:repeat(3, 1fr);grid-gap: 0 30px;\">\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-users-class icon\"><\/i>\n\t\t\t\t<h5>Event<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">CX1 Retail 2022<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-calendar-alt icon\"><\/i>\n\t\t\t\t<h5>Datum<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">4. Mai 2022<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-presentation icon\"><\/i>\n\t\t\t\t<h5>Thema<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">Customer Experience<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-spalten  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"form\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>Jetzt die Aufzeichnung ansehen<\/h2>\n<h4>Management der Kundenerfahrung bei PostNord<\/h4>\n<p><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;F\u00fcr eine negative Erfahrung braucht der Kunde 12 positive Erfahrungen, um das Vertrauen in ein Produkt (eine Marke) oder eine Dienstleistung zur\u00fcckzugewinnen. Die Kundenerwartungen diktieren oft die Art der emotionalen Bindung, die der Verbraucher am Ende haben wird. Wie k\u00f6nnen Sie die Kundenerwartungen steuern, wenn die Customer Journey einen komplizierten Prozess voller Abh\u00e4ngigkeiten umfasst, bevor Ihr Produkt in den H\u00e4nden des Kunden ankommt - m\u00f6glicherweise am anderen Ende der Welt.&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:769,&quot;3&quot;:{&quot;1&quot;:0},&quot;11&quot;:4,&quot;12&quot;:0}\">F\u00fcr eine negative Erfahrung braucht der Kunde 12 positive Erfahrungen, um das Vertrauen in ein Produkt (eine Marke) oder eine Dienstleistung zur\u00fcckzugewinnen. Die Kundenerwartungen diktieren oft die Art der emotionalen Bindung, die der Verbraucher am Ende haben wird. Wie k\u00f6nnen Sie die Kundenerwartungen steuern, wenn die Customer Journey einen komplizierten Prozess voller Abh\u00e4ngigkeiten umfasst, bevor Ihr Produkt in den H\u00e4nden des Kunden ankommt &#8211; m\u00f6glicherweise am anderen Ende der Welt.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-spalten  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col checklist\">\n\t\t\t\t\t<h2>Das erwartet Sie<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<ul>\n<li>Welchen Herausforderungen sich Einzelh\u00e4ndler stellen m\u00fcssen, wenn sie ihr Gesch\u00e4ft weltweit ausweiten<\/li>\n<li>Wie Systeme und Tools helfen k\u00f6nnen, wenn der Kunde eine unangenehme Situation erlebt hat<\/li>\n<li>Wie man positive emotionale Verbindungen mit Kunden schafft<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3804\" src=\"https:\/\/zenloop1.wpengine.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/cx1-retail-lp-expectation-image-300x216.jpg\" alt=\"woman smiling at customer\" width=\"470\" height=\"338\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<link rel=\"stylesheet\" type=\"text\/css\" href=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.css\"\/>\n<script type=\"text\/javascript\" src=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.min.js\"><\/script>\n\n<section         class=\"block-speakers  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\t\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"section-title\">Der Speaker<\/h2>          \t<div class=\"speakers slider-disabled \">\n\t\t\t\t\t\t\t\t\t<div class=\"speaker table\">\n\t\t\t\t\t\t<div class=\"left-side\" style=\"background-image:url('https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/11\/cx1-retail-speaker-image-postnord-kati-packalen.jpg')\"><\/div>\n\t\t\t\t\t\t<div class=\"right-side\">\n\t\t\t\t\t\t\t<h4>Kati Packalen<\/h4>\n\t\t\t\t\t\t\t<div class=\"position\">Head of Brand Experience<\/div>\n\t\t\t\t\t\t\t<p>In den letzten neun Jahren hatte Kati die Gelegenheit, den gesamten Vertriebszyklus aus n\u00e4chster N\u00e4he zu beobachten, angefangen beim Telesales bis hin zur Leitung der gesamten Vertriebsabteilung und des Kundendienstes. Dieser Weg hat es Kati erm\u00f6glicht, ein umfassendes Verst\u00e4ndnis f\u00fcr verschiedene Kundentypen zu entwickeln und damit die F\u00e4higkeit, eine kontinuierliche Entwicklung innerhalb des sich schnell entwickelnden Logistikgesch\u00e4fts aus Kundensicht voranzutreiben.<\/p>\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"128\" height=\"72\" src=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/11\/cx1-recording-page-logo-postnord.svg\" class=\"attachment-full size-full\" alt=\"postnord logo\" \/>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Aus der Sicht der Logistikdienstleister<br \/> \/ ????????<\/p>\n","protected":false},"author":12,"featured_media":6235,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[20],"tags":[10],"class_list":["post-6233","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ressourcen","tag-keynotes"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6.1 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Managing Customer Experience Through Customer Expectations<\/title>\n<meta name=\"description\" content=\"Kati Packalen von PostNord geht die notwendigen Schritte durch, um das Vertrauen eines Kunden zur\u00fcckzugewinnen.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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