You would like to establish a professional customer experience management and are looking for advice? We professionalise your experience management, identify touchpoints, measure customer satisfaction and thus help you to generate more sales.
Amazon does it, IKEA does it and so do our customers REWE, SEAT & Audi: strong brands shape the future together with their customers. Because who, if not the customer himself, knows best what he wants?
Customer Experience Management is the magic word – a holistic management approach with the ambitious goal of optimising the customer journey as well as the customer experience with a brand.
Sie verstehen Ihren Kunden ganzheitlich und lassen Ihn wissen, dass er wichtig fürIhren Entscheidung ist.
Wir werfen einen genauen Blick auf das Kundenerlebnis, um alle Schnittstellen zu identifizieren.
Hier verschmelzen Ihre Ideen mit unseren und werden durch ausgeklügelte IT-Lösungen umgesetzt: responsive Online-Befragungen, intelligentes Einladungsmanagement – alles unter Einhaltung der DSVGO
Voice of the Customer
Die Ergebnisse Ihres CX-PROGRAMMS werden Ihnen in einem maßgeschneiderten Live Dashboard zur Verfügung gestellt. Mit modernsten Textanalyse-Tools werden selbst große Datenmengen – auch in verschiedenen Sprachen – ausgewertet.
CX KPIs im Blick
Haben Sie bereits KPIs?
Mit unseren Lösungen können diese kontinuierlich überwacht werden.
Sie haben noch keine KPIs?
Hier werden sie entwickelt und können von nun an kontinuierlich überwacht werden.
Da geht noch mehr! Ein geschlossener Kreislauf führt zum obersten Ziel: Kundenzentrierung. Sie können sofort auf Feedback reagieren und mit Ihren Kunden interagieren.
It is important to seek a continuous dialogue with your customers, to invite them to give feedback and to share their opinions and experiences. But above all, it is important to formulate good, methodologically accurate questions and to derive relevant recommendations for action from the findings on a daily basis.
This is the only way customer experience management makes sense and results in better customer satisfaction in the long-run. And today’s satisfied customers will be tomorrow’s customers – loyal fans who repeatedly place their trust in a brand.
Sounds interesting? Arrange your personal demo session now!
Due to digitalisation and modern technologies, we have the opportunity to question your customers directly about their product or brand experience. We interact with them live at the respective touchpoint focussing on the experience at the moment of customer contact.
A customer survey is also always a touchpoint of the customer with your brand. We are therefore convinced: an impressive, appealing design in harmony with your brand presence – dynamically adapted to the end device used – has a positive impact on your customer’s brand experience.
We use the Net Promoter Score (NPS) to determine how satisfied your customers actually are. However, this is not just about how many customers would recommend your brand to others. We go one step further: we give your customers the opportunity to give detailed feedback within the framework of an open question and to ask to be contacted again to clarify personal concerns. This gives you the chance to “recapture” dissatisfied customers and, if necessary, offer satisfied customers an extra service. Further detailed enquiries – for example about the friendliness of the staff or the service quality – provide you with additional insights and thus complete the overall picture of the respective customer experience. In any case, this opens up a pool of valuable data and information that you can use to deepen the customer relationship.
Would you like to know more? Contact us – we are happy to help!
Valuing every quote, delving into the “why” behind every evaluation and thus bringing true customer-centricity into your company – that is exactly what we aim for.
With state-of-the-art text analysis methods, we give you easy access to large amounts of text and automatically and continuously deliver relevant insights into your customers’ satisfaction and opinions. Sentiment analysis and keyword extraction are the tools we use to develop future-oriented recommendations for action together with you. Because we don’t leave you alone with all the data.
With the help of an agile, flexible software, perfectly coordinated tools and a dedicated team of experts, we provide you with a full-service package tailored to your needs. Together, we put your customer experience management on a professional footing and work on the continuous optimisation of your customer journey.
Lead Data Scientist
Director Communities & CX
Exactly what you’re looking for? Talk to us!
We collect a whole lot of personal data . Data from people who place their trust in us and in you. That is why we make no compromises when it comes to data protection. GDPR compliance is our absolute minimum requirement. We store all our data in Germany and are ISO and TISAX certified.
All your data converge in our learning database and provide the material for real-time reporting. Whether visualisation for top management, details for specialist departments or self-service evaluations for data analysts – all relevant information is bundled and made available. Using interactive dashboards, questions that arise can be answered in seconds with the help of dynamic elements such as filters or comparison groups.