Jan Becker
Brand Strategy, Zalando
Topic: Walking in the customer’s shoes – what we have learned about Customer Centricity at Zalando
Since its beginnings, Zalando looked at the fashion industry through the eyes of consumers, continuously seeking to remove barriers and constantly improving the experience for its customers. From free delivery and returns, to same-day delivery via mobile phones, Zalando permanently aims for opportunities which enlighten their customers and partners.
In 2016, Zalando hosted “Bread&Butter” for the first time. Turning a former industry trade fair into a “trend show” for everyone, Zalando opened Bread&Butter to the public, providing fashion brands a platform to connect with consumers and showcase their brands. An exciting project with many lessons learnt.
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