A Study on Customer Satisfaction Measurements: Exclusive Insights into the CX-Management of German Companies

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The CX-Management of German Companies

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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In this Webinar We Outline:
How widespread customer satisfaction measurement are in different industries
Which key figures or methodologies are used for the measurements
How customer feedback is evaluated
What the insights gained on customer satisfaction are used for
Meet the Speaker
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.

Jun.-Prof. Dr. Erik Maier

Junior Professor for Retail and Multi-Channel Management


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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