Loyalty is the hardest currency in e-commerce - and flaconi has turned it into a scalable growth driver: 76% of customers come back.

The foundation is a company-wide CX strategy built on zenloop's Voice of Customer platform. Across all touchpoints, flaconi collects 2 million+ customer signals a year - AI-analyzed in real time to surface root causes and prioritize action. That means detractors enter a service workflow within hours, promoters get routed to review platforms, and concrete decisions get made: from supply chain choices to building new revenue streams - all triggered by customer signals.

The results:

• 76% returning customers
• NPS of +86 - a near-unmatched industry benchmark
• Germany's Best Beauty Online Shop 2025

In this exclusive masterclass, flaconi's Head of Strategy David Rissmann and zenloop CEO Lisa Rentrop share tangible learnings from a partnership that has made customer experience a growth driver since 2016 - what worked, and honestly: what didn't, and why. Real examples, concrete recommendations, no buzzwords.