Customer Experience Management

Customer-centric organisations benefit from the greatest possible competitive advantage.

“The customer is king” – often just a marketing phrase. Successful companies, on the other hand, consider their customers’ needs, experiences and preferences in every decision they make. Every single customer experience can potentially strengthen or even ruin the relationship with a company. Customer-centric organisations therefore gather feedback from all touchpoints along the customer journey and instrumentalise the results to strategically define and continuously optimise processes and measures for customer loyalty and acquisition.

We can help you align your organisation to customer needs along the customer journey so that you provide unforgettable experiences when it really counts.

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Your challenges

Provide the customer with an optimal experience, monetise the experience as best as you can, keep the corresponding processes as simple as possible. Customer experience management entails a broad range of tasks in daily business. The challenges faced by those responsible for marketing, strategy or customer management in B2C and B2B companies are just as complex.

With that in mind, we are constantly being asked the same, typical questions. Maybe these apply for you and your company? If so, we would be happy to discuss them with you.

Typical questions of our customers

  • How can customer feedback be recorded systematically?
  • What is the ideal survey platform for my company?
  • How can I achieve a buy-in from the top management and all relevant stakeholders?
  • How can I ensure that the findings from our Voice of the Customer Program are implemented throughout my entire organisation?
  • Which customer retention KPIs are right for my company?
  • How can I identify our strengths and weaknesses as well as drivers and barriers from a customer perspective?
  • Do I have to come up with different measures for my various customer segments?
  • I need to take both strategic and tactical decisions. How can I fit everything in?

Our solutions

From defining your CX strategy, through embedding customer feedback in your organisation, to implementing changes and monitoring their impact on your business: we are your partner at all stages of your customer experience program, and provide you with methods and tools that guarantee success. This also includes the successful implementation and operationalisation of every single element.

CX Strategy

  • Roadmap development & target definition
  • Activation Workshops
  • Customer Journey Mapping
  • Persona Development

CX Measurement & Analytics

  • Strategic CX surveys
  • Transactional CX surveys
  • Realtime CX surveys
  • Smart data analyses
  • Customer segmentation
  • CX dashboards

CX Implementation

  • Communication of results & employee activation
  • Root cause & action planning workshops
  • Change management

Focus your actions on your customers’ needs and get to know the people behind the numbers: to give you the best starting point for success on the market.

We help you design your CX strategy with tried and tested approaches – and engage with you wherever you may be on your journey to a customer-focused organisation!

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Case | Introduction of a holistic CX system at MCI

Strategic and operative customer centricity for the MCI group
How to choose the right customer retention KPIs for your company
Case | Customer Experience Programm for a technology company

The change of a company from a product focused towards a customer centric organization.

Do you have any experiences or questions on this topic you would like to share with us?

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We look forward to new challenges – just call us or send us a message.

+49 89 / 85 89 62 – 50