Repair as a Growth Channel: Fixing the Most Expensive Moment in E-Com
Thursday 14:00 - 14:30
Lezingenzaal 11
Agnes Weber
Co-founder (MENDED)
It’s one thing to acquire a customer, but something entirely different to keep them.
In the race for loyalty, many brands rely on perks, points, and discounts. Yet the moment that truly defines long-term loyalty happens after the purchase. 37% of customers switch to a competitor after a poor after-sales experience, not because of price, but because of how the brand responded.
This session explores how repair, when strategically integrated, becomes a structured system that protects internal workload, reduces churn, and safeguards brand reputation.
Through real brand examples from German market leaders like ARMEDANGELS to Amsterdam-based brands like Fabienne Chapot, we’ll examine how repair turns into a growth channel.
In the race for loyalty, many brands rely on perks, points, and discounts. Yet the moment that truly defines long-term loyalty happens after the purchase. 37% of customers switch to a competitor after a poor after-sales experience, not because of price, but because of how the brand responded.
This session explores how repair, when strategically integrated, becomes a structured system that protects internal workload, reduces churn, and safeguards brand reputation.
Through real brand examples from German market leaders like ARMEDANGELS to Amsterdam-based brands like Fabienne Chapot, we’ll examine how repair turns into a growth channel.
It’s one thing to acquire a customer, but something entirely different to keep them.
In the race for loyalty, many brands rely on perks, points, and discounts. Yet the moment that truly defines long-term loyalty happens after the purchase. 37% of customers switch to a competitor after a poor after-sales experience, not because of price, but because of how the brand responded.
This session explores how repair, when strategically integrated, becomes a structured system that protects internal workload, reduces churn, and safeguards brand reputation.
Through real brand examples from German market leaders like ARMEDANGELS to Amsterdam-based brands like Fabienne Chapot, we’ll examine how repair turns into a growth channel.
In the race for loyalty, many brands rely on perks, points, and discounts. Yet the moment that truly defines long-term loyalty happens after the purchase. 37% of customers switch to a competitor after a poor after-sales experience, not because of price, but because of how the brand responded.
This session explores how repair, when strategically integrated, becomes a structured system that protects internal workload, reduces churn, and safeguards brand reputation.
Through real brand examples from German market leaders like ARMEDANGELS to Amsterdam-based brands like Fabienne Chapot, we’ll examine how repair turns into a growth channel.
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