Managing customer experience through customer expectations

From the view of logistics providers

Kati Packalen from PostNord is walking through the necessary steps in order to gain back trust of a customer.

Watch the Recording Now

 

Managing Customer Experience at PostNord

For one negative experience, customer needs 12 positive experiences to gain back the trust of a product (brand) or service. Customer expectations often dictate on what kind of emotional connection consumer will end up with. How do you manage customer expectations when the customer journey involves a complicated process full of dependencies before your product arrives in the hand of your customer – possibly to other side of the world.

 

What to Expect

 

  • Which challenge retailers have to face when expanding their business worldwide
  • How systems and tools can help after the customer experienced an unsatisfying situation
  • How to create positive emotional connections with customers

woman smiling at customer

The Speaker

Nicolas Buchalik

Head of Brand Experience

For the past nine years, Kati has had the opportunity to get a close view of the entire sales lifecycle starting from telesales to heading entire sales department and customer service. This path has enabled Kati to develop a wide understanding of different types of customers and with that, an ability to drive a continuous development within the rapidly evolving logistics business, from customer point of view.

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