Lisa Feig

Director of Customer Experience Miller Knoll

Agenda Day 1

3:45 PM Think Tank: Improving Service Quality in Post Purchase to Maximize Retention

The real hallmark of customer experience is one that is overlooked: post-purchase management.

With delays, tracking issues, delivery hand-offs and friction-heavy returns processes presenting a myriad of challenges, many brands are resigned to blaming their partners - but with post-purchase presenting the single biggest barrier to repeat purchase and retention, how do you ensure your post-purchase journey drives loyalty rather than churn?

• Rationalizing carrier set-ups to monitor performance and create better visibility of package journeys for agents and customers alike

• Designing easy, low-friction returns processes that delight the customer whilst streamlining operations for staff

• Developing digital tools – like try-on solutions – to improve customer satisfaction and reduce the role of post-purchase management

• Creating recovery workflows when carrier failures do occur to avoid churn

Check out the incredible speaker line-up to see who will be joining Lisa.

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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com