Managing CX 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
The Speaker
Nicolas Buchalik
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.
