---
title: How Internetstores increased customer satisfaction with systematic operations experience management
url: "https://parcellab.com/webinars/how-internetstores-increased-customer-satisfaction-with-systematic-operations-experience-management/"
type: On-demand webinar
date_published: "2021-10-26T23:55:00+00:00"
date_modified: "2025-03-30T21:57:12+00:00"
description: "Leveraging customer feedback at critical touchpoints, tracking key performance indicators, and refining internal processes."
tags:
  - Delivery
  - Insights
  - Customer experience
  - Customer service
  - "eCommerce & digital"
  - "Ops & logistics"
event_type: on-demand
event_date: "October 26, 2021"
---

## Webinar summary

Building a customer-centric corporate structure is essential for brands looking to enhance satisfaction and loyalty. Internetstores, a leading online retailer, has successfully integrated operations experience management into its business strategy, allowing the company to systematically improve its post-purchase experience. By leveraging customer feedback at critical touchpoints, tracking key performance indicators, and refining internal processes, Internetstores has created a more seamless and engaging journey for its customers.

In this webinar, Martin Radauer, Head of Loyalty at Internetstores, and Caroline Heil, Team Lead Technical Account Management at parcelLab, share firsthand insights into how this transformation was achieved. They discuss the strategies behind their data-driven approach, the challenges faced during implementation, and the measurable impact on customer satisfaction.

Attendees will gain valuable knowledge on how to collect actionable customer insights, optimize operational workflows, and create a post-purchase experience that drives long-term brand loyalty.