Consulting area
Customer centricity and customer experience
We support our clients in understanding the needs and preferences of their target audiences, anticipating expectations and creating product, service, communication and interaction offerings that fulfil or exceed these expectations.
To increase customer understanding in everyday work, we develop data-based fictional characters of prototypical users and capture the relationship between customer and company in customer journeys.
Selected areas of responsibility
- Qualitative und quantitative target group analyses
- Personas
- Customer journeys
We help to implement customer centricity in a sustainable manner. Here, we clarify responsibilities, adapt processes, train employees, and show how insights and actions can be derived from customer data.
Selected areas of responsibility
- Metrics und KPIs
- Marketing and sales workshops
- Customer-centric organisation
Customer experience (CX) directly influences customer satisfaction, loyalty, and referrals. To deliver the best possible experience and meet and exceed expectations, we address customer needs throughout the entire customer journey.
Selected areas of responsibility
- Omnichannel
- Service blueprints
- eCRM strategy