Delivery Hero has the mission to provide its customers with an outstanding experience by listing selected retailers on its platform that offer both a first-class customer experience and first-class service. Sebastian McClintock explains, how Delivery Hero is using NPS Feedback to identify which drivers impact customer satisfaction and how these in turn impact business success. In addition, he also demonstrates, why feedback silos should be broken down and how combining financial, operational and, experience data will lead to actionable insights and better understanding drivers of customer satisfaction and the impact on the business.
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Sebastian works as Global Customer Experience Director at Delivery Hero SE with focus on customer, restaurant and rider loyalty. He has 11+ years of experience in market research, Customer Experience (CX) and NPS-related initiatives. Before Delivery Hero, he worked at Allianz and Ernst & Young. Sebastian has a Masters degree in Economics, grew up outside of Berlin, and enjoys windsurfing, sailing, and traveling with his family.
Ensuring a Positive CX with Great Agility and Speed