Customer Centricity and Customer Experience Consultancy

A customer-centric approach makes businesses more successful by enabling better decision-making. We help medium-sized and large companies to understand the needs, behaviour and expectations of their target groups, and to use this insight to make better decisions regarding products, marketing and customer experiences.

Our areas of expertise in customer centricity

1. Customer Intelligence
2. Customer-centred product strategy
3. Customer-centred marketing strategy
4. Customer Experience and User Experience

You have data, studies or customer experiences, but no shared understanding of what your target groups need, how they make decisions and where the barriers lie. Or this knowledge is scattered across individual teams, presentations and systems, and is not utilised reliably when new decisions are made.

We help you gain insights into your target audiences, consolidate existing findings and make them accessible to all relevant stakeholders. To do this, we combine secondary analysis, qualitative and quantitative primary research, and collaborative synthesis. In this way, scattered information is transformed into a usable foundation for marketing, product development, sales and service.

Depending on your needs, we can either carry out the entire study ourselves or empower your team to handle specific steps independently.

Digital products can be prototyped and implemented more quickly than ever before. The risk therefore often lies not in the development itself, but in heading in the wrong direction. The product solves a problem that is of little relevance, the benefits remain unclear, or the MVP contains the wrong features.

We help product teams tap into new areas of innovation. To do this, we examine the needs, pain points and usage contexts of the target groups, as well as problems that have not yet been adequately solved. Based on these insights, we work together to develop and refine value propositions, evaluate product ideas and then prioritise the next steps for the MVP and go-to-market strategy.

A marketing strategy becomes viable when it aligns business objectives with the reality of the customer’s world. To achieve this, it is not enough simply to describe target audiences or plan marketing channels. You need to understand the needs, barriers and decision-making situations that shape your target audiences.

We analyse target audiences, needs, barriers, customer journeys and competitors’ activities. From this, we develop target audience strategies, positioning, messaging and content priorities that can be translated into concrete marketing initiatives.

Find out more: Developing a customer-focused marketing strategy

People experience a brand through specific touchpoints. If an offer is difficult to understand, a process seems unnecessarily complicated, or a service promise is not fulfilled, this shapes the overall perception.

We investigate how people actually experience and use websites, apps, services and other touchpoints. From this, we identify specific and prioritised improvements. Depending on the issue at hand, we combine user testing, expert evaluations, satisfaction surveys and mystery shopping.

Find out more: Improving UX and customer experience

for example

• Head of Marketing and Marketing Managers
• Product Owners, Product Managers and Heads of Product
• UX professionals and digital product leads
• International UX professionals and digital product leads who wish to localise and optimise products for the German market
• Insight and market research professionals
• Managing directors of medium-sized companies with specific questions regarding customers or growth.