eTail Europe 2016 (past event)

21 - 23 June, 2016

44 20 7368 9465

Ward Van Duffel, VP, Direct to Consumer EMEA at LEGO
LEGO Logo

Ward Van Duffel


VP, Direct to Consumer EMEA
LEGO

Check out the incredible speaker line-up to see who will be joining Ward.

Download The Latest Agenda

Retail Reinvention

Wednesday, September 6th, 2017


17:00 Understanding What Your Customer Sees Through Net Promoter Score, Interview Feedback, Customer Service Desk & More

People are very helpful, given half a chance. Your customers will tell you what they want and how to make your site work better, if you’ll just let them. For Ward, surveys are the secret, with the focus on insight, conversation and action. And for LEGO, keeping the customer central in this way has created an incredible connection between the brand and customer. Here Ward highlights his most recent successes in LEGO customer feedback:

• Directing your limited customer feedback resource to the most effective methods
• Rectifying problems before your customer publicises their bad experience via social media.
• Identifying your brand promoters early and keeping them loyal