22 - 24 OKTOBER, 2018
Berlin, Deutschland

Remy Soni


Head of Customer Experience / Growth Market
Inkitt (formerly Groupon)


4:00 PM WORKSHOP C - bei Kaffee l Turning around customers – How bad customer experiences can turn into positive brand stories

Customers say they want to be heard. So what happens if you don’t tune out the negative feedback but engage with the customers who have
faced you and your products at your worst, when some process did not work or some mistake was made that led to a bad experience. Just like
with everything else: every mistake is an opportunity to learn. By learning how to use bad experiences as an opportunity you can create
advocates.
• When processes falter you need back-up processes in customer service
• Automating these processes will help you to scale, but you still need a “human touch”
• Best Case Practice: communication styles and methods to react to customer complaints to create better experiences


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

Download The Latest Agenda