How Internetstores increased customer satisfaction with systematic operations experience management

How Internetstores has succeeded in building a customer-centric corporate structure and increasing customer satisfaction.

 

Speakers

Martin Radauer - Head of Loyalty, Internetstores

Martin Radauer

Head of Loyalty
Internetstores

Caroline Heil - Head of Implementation DACH at parcelLab

Caroline Heil

Head of Implementation DACH
parcelLab

 

About:

In their session, Martin Radauer, Head of Loyalty at Internetstores, and Caroline Heil, Team Lead Technical Account Management at parcelLab, report on how Internetstores has succeeded in establishing a customer-centric corporate structure and increasing customer satisfaction. They report on how they collect customer feedback at key points in the customer journey, what KPIs they measure, and what challenges they encountered during process implementation.

 

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