We all know that consistently positive customer experiences are key to future market success. But how can these experiences be created in the first place? And how can they be used for business success? Let’s take a focused approach – using precise customer journey maps!
The basic conditions for creating outstanding customer experiences are a thorough knowledge of the market environment and clear identification of potential ways a company could differentiate itself from its competitors.
But from then on, the focus should be consistently on the customer. Who are the people we are dealing with? Can they be cast in operationally meaningful buyer personas? And where, when, and how do we have to deliver crucial stimuli?
The key to this lies in the precise mapping of customer journeys. This is how we identify the touchpoints (as well as the pain points, more often than not) where customers have potentially negative experiences and are in danger of bailing.
The results of our strategic analyses can then be cast into detailed processes, among other things. Read more under process consulting.
CRM target image & vision
Establishment of a CRM mindset in the company that emotionally integrates all areas and employees. The CRM target image is the guiding principle and the basis for deriving central fields of action.
Target groups and personas
Building more customer knowledge and generating customer insights with the aim of delighting customers with exceptional customer experiences and offering products and services tailored to customer needs.
Customer journey mapping
Building long-term customer relationships by optimizing decision-relevant points along the customer journey.
Marketing and sales strategy
Turning prospects into customers, proactively responding to changes in the market and the customer’s requirements in order to achieve competitive advantages and winning existing customers for the company in the long term – that is the common goal.
Consistent customer orientation for sustainable corporate success.
From customer data to customer experience
Using a structured CX strategy, the touchpoints connecting
people and a brand can be systematically optimized.
More on the subject
CX process consulting
In our volatile and complex world, it is becoming increasingly important for companies to act quickly and flexibly. The crucial prerequisite for this are agile processes and structures. Those who exploit the potential of digitization and automation open up entirely new opportunities to adapt quickly to current market conditions and meet changing customer needs.
CX software evaluation
Opinions often differ when it comes to choosing the right CRM solution: Sales and Marketing want Salesforce, IT swears by a CRM system from SAP, and Service prefers a solution developed in-house. But which system fits which corporate structure? Optimal results are achieved through the right CX software evaluation.
Studies show again and again: If customers are confronted with the wrong information at the wrong time, they react annoyed and threaten to drop out. The central challenge for CX campaign management is therefore: Who do I address with which message, in which way, and on which channel?
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