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How to boost your customer retention with NPS


Felix Schlenther - zenloop GmbH


In our presentation we share all our knowledge of 10 years practical NPS experience. You will learn how NPS measures customer loyalty, why NPS is much more than collecting customer feedback and how to perfectly close the feedback loop. The Net Promoter Score (NPS) has become the standard KPI for measuring customer retention in the US. Its popularity has developed NPS from a metric to a whole Net Promoter System. NPS is new way of doing CRM business and requires every level to be rigorously, consistently focused on the quality of customer relationships first.


Felix is an NPS enthusiast and advises leading companies on how to use the Net Promoter System profitably. He works with many e-commerce companies to increase customer loyalty and align the entire organization with the customer. As a speaker, he shares best practices on how companies can improve their customer relationships in a digitalized world.

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