Customer Experience Consulting
Our customer experience consulting focused on profitable growth.
Investments in the customer experience should help to differentiate the company from the competition beyond its offering. It can be observed that only a few companies have so far succeeded in differentiating themselves through the customer experience. This is also because customer experience management is understood less as a differentiation option than as the elimination of hurdles. Our customer experience consulting aims to increase customer value based on differentiation. Recommendations are thus not only aimed at providing customers with a “great” experience, but also at making investments in such a way that customer value also increases as a result of the experiences. With us, you achieve transparency about the composition of your target groups through data-based analysis of customer information, user behavior and customer journeys. On this basis, we advise you on building a customer experience with which you can reach your target groups on an event-related basis and retain them in the long term.
CustomersX’s international network is characterized by comprehensive know-how. From leading experts in strategy and brand development to specialists in customer experience management to experienced change designers, from experts in advanced digital technologies to data protection professionals: for a truly end-to-end CX transformation, CustomersX as a partner offers the necessary multidisciplinary setup. Numerous companies in various industries rely on our support in the area of customer experience management.
Our offer in the area of customer experience consulting
CX Analysis
Customer Purchase Process Analysis
Touchpoint Performance Analysis
Analysis Customer Effort and Customer Delight
CX Strategy
Definition of experience
Definition of target system
Definition of implementation
CX Implementation
Training
Breaking down internal barriers and silos
Implementation at touchpoints
Implementation of IT tools
CX Controlling
Measurement of customer experience
Implementation of VOC system
Definition of roadmap and playbook
Customer Experience briefly presented
This is how we work together in trust
Step 1
Analysis of your CX
Based on our DTC consulting approach, the first step is to carry out a customer purchase process analysis. This involves going through the individual stages from the customer’s perspective and using existing customer knowledge to identify optimization potential within the company. The result of the analysis is linked to the central company processes with the help of a blueprint. In a second step, the performance of the relevant touchpoints is analyzed using a quantitative customer survey and possible moments of truth are identified. The results are transferred to the blueprint and enable an in-depth analysis of weaknesses and potentials. In doing so, we take a customer value perspective into account so that the experience improvements are also geared towards valuable customers and have a high potential for increasing profits. In a third step, we determine whether the customer experience should be geared more towards customer enthusiasm or customer effort/convenience in order to increase profits.
Step 2
Definition CX
In a first step, we define the customer experience based on our six experience dimensions using the analyses we have carried out. We attach great importance to process optimization. The next step is to define the target system for the customer experience. A target system is developed based on various KPIs for the different touchpoints in order to be able to manage the improvement of the customer experience holistically. In a third step, we draw up an implementation plan.
Step 3
CX implementation
We train employees on the topic of customer experience. In doing so, we take an in-depth look at the topics of design and measurement. We also support the internal transformation of the company. This point is an often forgotten success factor for successful customer experience management. Internal barriers and silos need to be broken down so that process optimization can be continuously established within the company. We also used our network to support the implementation of the selected experience at all relevant touchpoints. If desired, we implement IT tools to measure and control the customer experience in the company.
Step 4
CX controlling
We carry out an annual measurement of the customer experience to monitor the development of the customer experience over time. Experience can only be strengthened over time through systematic measurement. We offer you the implementation of a voice-of-the-customer (VOC) system. We make sure that the system is geared towards customer value. In addition, based on the controlling results, we create an internal roadmap and a playbook to ensure that the selected measures are highly likely to improve the customer experience.
Our CX Framework
For the design of the customer experience, we use the selected brand positioning. Using our CX framework , we build on this to define the most differentiating and value-adding experience possible.
The atmosphere includes the representation mood of the experience.
The technology focuses on how customers use them. The focus here is on maximizing convenience.
The communication is aimed at the messages for the customers.
The process elements have a particularly high priority. Waiting times, navigation and service requests have a very high impact on perceived customer effort.
In addition to the technology, it is also important to optimize the employee-customer interaction. The aim is to combine a high level of standardization with sufficient flexibility.
Offer interaction elements address offer design, which increasingly enables interaction between customers and the company.
