In the world of e-commerce, Amazon is undoubtedly at the forefront. The online platform has long been more than just a sales channel for brands – it is a key to customer loyalty and acquisition. At the Amazon Sales Kongress (ASK), Christian Driehaus from gominga and Marcus Nessler from Samsung had the opportunity to share their thoughts on the customer experience on online marketplaces in a presentation. Here are the most essential insights from their interview, including a video:
Our speech and interview with Samsung on the topic of Customer Experience Management
We have managed to organize an exciting partner for our lecture: Marcus Nessler from Samsung will talk with gominga about the topic “Customer Experience Management on Online Platforms like Amazon”. We invite you to learn more about Samsung’s global vision of a superior customer experience and the customer touchpoints along the customer journey. In addition, the talk will focus on review management on online marketplaces and Samsung’s DTC shop and consumer insights for marketing and product management, R&D, and quality assurance. Markus Nessler will also discuss customer engagement before and after the purchase and key learnings & benefits.
The interview with Marcus Nessler (Samsung) and Christian Driehaus (gominga)
The longtime gominga customer Samsung, represented by Marcus Nessler, takes a stand together with gominga Managing Director Christian Driehaus on the following highly exciting topics:
What does Samsung understand by customer experience on Amazon?
What do many brands underestimate when it comes to customer experience?
When should external service providers like gominga be used?
What Amazon knowledge would Samsung have liked to have had three years ago?