Munich’s 22nd Internet World Expo took place in March 2018 and zenloop was there. As one of 420 exhibitors we were delighted to welcome more than 17,000 interested visitors, explain our NPS Platform zenloop, and to engage in free several interviews.
The Internet World Expo is the leading trade fair in the German-speaking world for all business issues. Launched in 1997, it was the first trade fair for Online Trading and every year since then it brings together internet professionals of all industries - both providers and users - together. Over the years the range of topics at the fair has continuously expanded. The topics of today are focused on E-Commerce, eLogistics, Multichannel, Online Marketing, Software, E-Payment, Usability and Social Media.
During this year's event Eileen Vollrath (Director Brand Marketing & Events, Spryker Systems) was interviewing our zenloop co-founder Paul Schwarzenholz for a "Kassenzonen" interview.
In the interview, they spoke about the path that Beauty-E-Commerce firm Flaconi took towards the NPS Platform zenloop, the challenges that Flaconi faced and how the NPS system turned out to be a vital medium to help resolve them.
They also talked about the beginnings of NPS methods, the relevance of different touchpoints in E-Commerce and the importance of customer retention and how zenloop can help with the correct evaluation of customer comments. "One theme is how to make comments evaluate-able, and we can do that quite well nowadays with text analysis [...], with AI. There's a wide range of variants, [...] how I best get answers from customer comments about why my NPS score has changed. The customer tells me. [...] The second issue is, how should I respond to this. [...] We are a platform which is interposed between others such as a Customer Service System, a CRM System, or even a Shop-System", said Paul Schwarzenholz.
Eileen and Paul’s entire interview can be seen online here (in German):