Since, as already reported in my previous entry , Ossi Urchs had held the opening speech, another internet expert came on stage - Thorsten Schwarz. This provided the time being, however, only a few facts and figures. His lecture was correct as a final and therefore largely highlight of the event. After this 10-minute introduction to the statistics, the second stage was opened. The decision should now choose which lecture was not always easy.
However, I have first for the talk by Henrik Salzgeber on "loyalty programs". It was about different approaches to reward the customers through premiums. These work rather like the familiar bonus cards such as Payback or Lufthansa Miles and More program . By such a bonus program can be a part his customers better bind the company and the other hand, their behavior better observed. The whole was vividly demonstrated in a practical example. However, the offer for us is not interesting, because DocCheck already has its own bonus program "medi miles" has. This was however, is still not integrated into the DocCheck Shop, however, is also being planned.
Then I originally wanted to listen to a lecture on target allocation. That I had, however, on another conference already heard. For this reason I have the talk "Mercedes Benz: sustainable value through personal feedback survey" heard by Maya Reinshagen. Once a customer of Swiss Mercedes Benz car to be Repair in a workshop, brought every workshop the task to the customer after the repair had to contact in person and ask if everything went to his satisfaction. Since this was an unsustainable time for the workshops, together with Mayoris decided to do so in the future by mail. Thus, each customer was asked, when submitting their cars to the e-mail address and also informed that he will receive after repairing an e-mail. This e-mail is very simple and clear, but built up by a picture of the person responsible is very personal. The customer can now decide by Smiley if he was either satisfied or dissatisfied. Once the customer is not satisfied on clicked, it goes to the workshop leader. This then contacted by phone the customer and discuss with him what went wrong and find a solution.
In the coming days I will report expected to continue through the lectures of the e-mail-Expo 2010 and give a conclusion of the exhibition.
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