Conferences & workshops organized by ONESTONE FRANCE
We are on it. Promised! How POST Luxembourg has radically transformed its complaints process.
A complaint, a "moment of truth".
Handling of complaints at POST Luxembourg was not in line with its customer strategy to become the preferred brand of its customers and employees. An ambitious strategy for a national institution that combines three activities: mail, banking and telecoms.
POST Luxembourg has radically transformed its complaints process, aiming to ensure peace of mind and establish a strong and lasting emotional bond with customers.
And the results? Quite simply spectacular. The NPS score for complaints handling has risen from +25 to +56. Without needing to reinforce the teams that deal with them...
Join us if you'd like to find out how they did it... and won 2 international CX Awards ...
Conference Moderator:
Nicolas GUILLET
Managing Partner – ONESTONE FRANCE
Speakers:
Luc WELTER
Cx Director – POST LUXEMBOURG
Horst REMES
Managing Partner – ONESTONE
Stéphanie T'FELT
Founding Partner – ONESTONE
Debra DIRICKS
PARTNER – ONESTONE
Vous misez sur la relation client pour devenir indispensable aux yeux de vos clients? Nous vous aidons à définir une stratégie client différenciante et rentable. Nous concevons des interactions mémorables par une approche pragmatique. Nous la traduisons en objectifs tangibles et réalisables. Nous révélons la structure organisationnelle adaptée.
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1er, 2 & 3 AVRIL 2025
Paris porte de Versailles Pavillon 4