CX APPROACH & STRATEGY

Successful customer experience management is rooted in the customer-centric business focus. Simply knowing what your target audience wishes for, what they need enables you to take decisions and carry out measures on this basis, creating touch points that add value. To be truly customer-centric, a company must involve more than just marketing and sales. Indeed, every single point of contact must be designed from the customer's perspective. Whether it be the hotline, tracking for packages or payment reminders, holistic consideration of all internal processes, solutions and technologies is what ensures that customer experiences are consistent. We are your guide in process and strategy management, helping you take into account all relevant aspects at your customer and in your business. This is how we help your customer to achieve happy and loyal customers who will come back again and again.

Ongoing controlling improves marketing performance at your company and helps you be more successful on the market. When you monitor your marketing activities, you should ask yourself the following questions and achieve the best possible outcomes by turning the responses into selected adjustments:

• have the right KPIs been defined?
• which campaigns are most successful?
• what causes a campaign to fail?
• do market changes affect your campaigns?
• are you reaching the right target audience for your company?
• would adjusting the budget improve your results?

Our support extends beyond strategic alignments of your marketing activities. We assist you in obtaining efficient marketing performance management by analysing and guiding your campaigns.

The most important building blocks of an ideal customer journey include both relevant content and the most seamless touch points possible. Convince your target audience with your individual, tailored approach, offers and services across all online and offline channels. This is achievable with the best possible interconnection of marketing, sales and services. A thoroughly positive experience will excite your customers, ideally transforming them into brand ambassadors. There is no one-size-fits-all channel or measure. We develop buyer personas and identify relevant touch points, taking the first step together with you towards a customer journey strategy that will make your company exceptional.

To ensure that your market presence is authentic and successful, you need a well-thought out brand strategy. Your products and your services must be recognised as yours. Let us help you discover what is special about your brand and derive actions you can take to convey the your message to the right target group, positioning it on the market. We define the unique features of your offerings and compose the stories that you want to tell your customers. Whether your strategy is to build umbrella brands or multiple brands, our experts tease out the brand essence and any re-branding measures, at your side to provide tried and tested methods and fresh approaches.

A brand image and the customer experience are closely linked. A company that lives out its brand values in its day-to-day customer contact is perceived to be authentic and trustworthy. Our approach to strategic customer experience development involves analysing the customer journey of your buyer persona to design seamless and especially convincing moments at all touch points - when approaching customers on all the different channels, during the purchasing experience, when handling any complaints. A holistic approach allows your company to have a strong brand presence and supports you in building lasting customer relationships.