Customer Experience After Sales

Do’s & Don’ts for Increasing Customer Retention

In a live webinar on CX after sales, zenloop and parcelLab present the most important do’s and don’ts to increase customer retention.

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Watch the Recording Now

How can a customer journey from the point of purchase till receiving the package be designed successfully? In our webinar we focus on the most emotional component of the journey – the shipping route and how to track it. We investigate how the Net Promoter System (NPS) can be used to support this part of the journey. You will learn how to identify challenges quickly and how to detect room for improvement. We provide tips on how to turn a single buyer into a loyal brand advocate.

Using practical examples of Vitra and Media Markt, we show how NPS and operational experience interact and thus lead to a unique customer experience.

What to Expect

  • Tips on optimizing the customer experience using the Net Promoter System
  • How to identify challenges and potential for improvement along the customer journey
  • Insights into the operational experience based on customer cases
  • Practical examples from Vitra and Media Markt showing do”s and don”ts for boosting customer loyalty
  • Expert knowledge about customer retention


The Speakers

Felix Schlenther

Head of Sales

Felix is Head of Sales at zenloop, the leading experience management platform in Germany. Together with his team, he advises digital companies on how to set up a customer experience management system. Felix previously built up sales teams in various software start-ups and studied business administration in Hamburg. As a speaker on CX, customer loyalty and centricity he is on stage at conferences such as OMR, Internet World, CX1 and DMEXCO.

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Dominik Meyer

Product Owner

Dominik is Product Owner at parcelLab since 2019. Besides technical development of the platform, he is responsible for integration projects with the top 100 of retailers. He focuses on partnerships with other players within the CX market who are optimizing customer experiences in e-commerce.

Florian Braun

Team Lead E-Commerce

Together with his team, Florian further develops the Vitra Onlineshop and manages the daily tasks of customer order processing. Vitra is a Swiss family business that designs and builds furniture together with reputable designers.