Global customer experience strategy

Ensuring a consistent and valuable customer experience at all relevant points of contact between customers and providers throughout the entire customer life cycle, for all product categories and all markets.

Using a focussed analysis of the environment, market and target group, we identify the „moments of truth“ in the customer life cycle, i.e. the defining moments in the relationship between the company and the user. In order to understand the expectations and requirements of the core target groups for these moments in detail, we conduct qualitative and quantitative user research. We then document and assess the status quo in the individual relationship moments, evaluate existing channel strategies and conduct internal workshops to generate further insight.

Building on this knowledge and taking into account the current brand and corporate objectives, we work with our client to develop a global strategy for these key relationship moments. This consists of the overarching attitude and tonality of the brands in all interactions, the definition of the topics that the brands talk about and the development of global standards, processes and quality criteria for the organisation of the relevant relationship moments.

Definition of an overarching brand attitude that defines the brand's behaviour in interactions and global standards for the design of „moments of truth“ for all relevant core target groups. Derivation of the relevant strategic projects and localisation of these in a corresponding roll-out plan.