Customer satisfaction is a decisive factor for companies. On the one hand, satisfaction influences repurchase behavior - an aspect that is becoming particularly relevant in times of high customer acquisition costs, optimization of customer lifetime value and the ever-increasing importance of word of mouth. On the other hand, a better understanding of the drivers of satisfaction and dissatisfaction enables companies to better align their offerings with the needs of customers, improve their processes in a customer-oriented manner, or possibly even make strategic changes in direction. So what is the status quo of customer experience management in German companies? In a joint study with the HHL Leipzig Graduate School of Management, we got to the bottom of this question. The webinar will be held in German language.
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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.
Since 2015, Erik Maier has been a Junior Professor for Retail and Multi-Channel Management at HHL, where he is responsible for the topics of digital retail and digital marketing, with the aim of helping to simplify the complexity of digital retail - for students, but also for entrepreneurs or other researchers. At the same time, he is head of the HHL Re-Invent Retail-Think-Tank, which deals with knowledge generation and practice transfer on topics of digitalization. His practical experience, gained both as a Management Consultant at McKinsey & Company and as a Marketing Project Manager at Home24, is particularly helpful in this regard.
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