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Thema Customer Journey Relationships are built on emotions

Customer Journey

We turn customers into ambassadors for your brand. For us, the customer journey is more than the sum of all touchpoints – it is their interaction. Only those who succeed in guiding their customers on a very individual journey through the contact points will generate positive brand experiences.

The design of positive customer experiences is the central differentiation factor and the key to emotional bonding. Customer loyalty should be strengthened in the long term, turning simply satisfied customers into loyal customers. Customer loyalty ensures the company’s success and is the basis for important corporate goals such as new customer acquisition, cross- and upselling, churn reduction and efficiency targets. Customer experience management systematically identifies and analyses customer experiences along relevant touchpoints, and aligns them with actual customer expectations.

Vision11 follows a pragmatic approach that helps understand and systematically serve customer expectations. We understand the CEM as a holistic approach. The touchpoints are harmonized across the different channels with the goal of creating a consistent customer experience as well as realizing a self-contained “customer journey”. Our claim is to know all these touchpoints and to serve their content with consistently high quality.

Your most dissatisfied customers are those from whom you can learn the most.

(Bill Gates)

Competences

  • Ensuring a consistent customer experience across all channels
  • Customize your CRM systems – collect only relevant information
  • Data collection and analysis to constantly optimize your actions
  • Merging multiple data-aware IT systems for meaningful results
  • Analysis and evaluation of the right data for better knowledge about your customers
  • Derive strategic measures as well as create them in order to optimally reach your target groups
  • Creating greater customer value

Client Story:
AUDI News

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Digital CRM - Audi News

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Contact

Vision11 Contact

Eva Diemar

Senior Consultant
M +49 1606859319
F +49 89 4161524-99
eva.diemar@visioneleven.com

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