Customer Experience Consulting Agency

Customer experience consulting & management

Winning customers is difficult. Keeping them – even more so! If you want to increase satisfaction, build positive loyalty and encourage referrals, you should actively approach customer experience management.

Satisfaction

Customer experience consulting helps you to better understand the wishes and expectations of your customers. You will learn which needs must be met in order to offer a consistently positive inquiry, order or purchase experience – and how you can ensure noticeably greater satisfaction with tailored strategies.

Loyalty

Those who are satisfied, stay. Comprehensive studies prove this: For 64% of consumers, the shopping experience is more important than the price.* 72% recommend their positive experience to an average of 6 other people.* And brand loyalty increases by 1000%. Admittedly – we invented point 3. True loyalty is difficult to measure. But it can be measured: With comprehensive customer experience consulting (also known as CX consulting) that identifies weaknesses, develops solutions and perfects experiences.

Branding

If you want to appeal to everyone, no one will listen. Customer experience agencies therefore recommend having rough edges and a brand strategy with character. If the CX matches the values of your customers, the churn rate decreases and business relationships become more long-term. That pays off: An increase in sales of up to 80% can be achieved if a company focuses effectively on its CX*

CX Consulting Strategie in Form von Klebezetteln auf einem Whiteboard

Customer experience strategy: the yin and yang of supply and demand

A CX strategy is a well thought-out, structured plan to increase customer satisfaction. It serves to systematically optimize all points of contact that users have with your brand. The starting point is a customer experience audit with a comprehensive analysis of the customer journey. This identifies key experiences and weak points in the purchasing experience, allowing you to obtain targeted feedback from your customers via tracking and user interviews. This helps you to better understand your customers’ needs and expectations – and to design experiences tailored to them. Together with your CX consulting team, you will develop measures to ensure that your brand is associated with consistently positive contact, search and purchase experiences. By the way: trends, markets and offers change just as often as customer wishes. That’s why we recommend keeping a constant eye on your CX with monitoring.

From first impression to last click: customer journey

AWARENESS

The first impression can be decisive. The customer journey doesn’t just start on your website, but with a curious search, an interested glance and a convincing headline. As a CX agency, we rely on effective marketing, a strong brand presence and targeted advertising. In all of these measures, it is important to convey clear, appealing messages that increase interest in your brand and make people curious about your offer.

CONSIDERATION

When does curiosity turn into genuine interest? In step 2 of the customer journey, users begin to gather information and consider various options. To convince them here, it is important to provide detailed and helpful information. An appealing presentation of your offer and existing positive reviews can also influence your image – and thus tip the scales. The advantages and added value of your products and services should be communicated as clearly and comprehensibly as possible.

DECISION & PURCHASE

The hammer has fallen! Your customer has made his or her decision. Now it’s time to add transparent prices, attractive offers and a simple, clear purchasing process to the positive experience they’ve had so far. It is important that the check-out process runs as smoothly as possible. CX Consulting therefore pays attention to providing various payment options and clear, prompt confirmation messages, among other things.

SERVICE

This is probably the most important point of the customer journey: the purchase is complete – now your offer, service or product speaks for itself. For an optimal buying experience, customer experience agencies generally recommend focusing on high-quality products that are easy to use. If questions arise or problems occur after the purchase, CX-sensitive companies usually offer particularly quick access to helpful instructions or a personal service offer.

CUSTOMER LOYALTY

After the purchase is before the purchase: Satisfied customers who have had a consistently positive buying experience will consider making further purchases and recommend your brand to others. But long-term business relationships also need to be nurtured: Excellent service, personalized offers and regular communication are a good basis and inspire new interactions. Loyalty programs and exclusive benefits can further strengthen the bond that has been created. With comprehensive CX consulting, you can also rely on positive reviews and word of mouth.

Customer Experience Agentur Mitarbeiter in einem Beratungsgespräch zur Nutzung von KI

Artificial intelligence, real impact: CX consulting with the help of AI

Companies that integrate artificial intelligence into the customer experience secure a decisive competitive advantage. This is because data-based insights and innovative technologies can be used to build sustainable customer relationships – if the right focus is set. Personalization, for example, is a factor that should not be underestimated. AI is capable of evaluating large volumes of data and turning them into insights for personalized offers or communication strategies. Many AI-based tools also define user profiles that allow you to make precise predictions about future needs or behaviors. Such individualized buying experiences take your customers’ needs, preferences and behavioural patterns into account. As a result, the individual offer is perceived as more relevant and of higher quality, and purchasing processes as more intuitive and easier.

Step by step to an optimal customer experience

Customer Experience Consulting – what sounds complicated at first is not that difficult to implement. These four steps are intended to illustrate the specific measures we can take together to improve your CX effectively and sustainably.

Mehr erfahren zu Step 01

Customer Journey

First, we identify the needs, expectations and behaviors of your target groups. These findings then serve as the basis for well-founded decisions on your customer experience strategy.

Mehr erfahren zu Step 02

Customer Experience Strategy

Based on the findings from Step 01 of CX consulting, a comprehensive strategy is developed for the targeted optimization of your CX. To this end, the needs of your target groups are compared with your corporate goals – and harmonized.

Mehr erfahren zu Step 03

Implementation

It gets serious: In this step, we translate your customer experience consulting into concrete measures. The previously defined recommendations for action are implemented in your technology and tool environment. The result: a seamless, tailor-made CX that impresses.

Mehr erfahren zu Step 04

Monitoring & Optimization

As a CX agency with over 25 years of experience, we recommend continuous monitoring to keep the customer experience at a high level in the long term. The collected data is monitored and the CX is constantly optimized: as soon as there are insights into possible changes, adjustments must be made quickly and effectively.

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Competent
Advice

Comprehensive, individual, certified: With over 20 years of digital experience, we are the perfect companions on your path to digital transformation.

Customized
Solution

Every industry, every market, every challenge is different. That's why we rely on effective solutions that are perfectly tailored to your company's processes, people and environment.

Intelligent
Data models

Those who structure data in a targeted manner create measurable added value. We help you to develop a powerful data strategy that benefits your entire company.

Change-
Management

We advise and support your project far beyond implementation – right through to the human factor. Motivational coaching, training and refresher courses ensure that your employees feel completely at ease with the new software.

Workflow automation

We analyze and optimize company processes in order to identify hidden potential. The concrete definition of responsibilities and processes, for example, helps here.

Omnichannel strategy

Which channels make sense for my company? And which ones don't? How are individual media connected? How can I turn the customer journey into a convincing experience? As a multidisciplinary agency, we offer advice for a wide range of channels.

Any questions?

For the most common questions, you can find our FAQs on Customer Experience Consulting here. If you have any further questions, please do not hesitate to contact us personally!

Why is a positive customer experience important for the growth of my company?

A first-class customer experience ensures that customers come back. It also leads to positive word of mouth, a differentiated positioning in a highly competitive market – and sustainable sales growth in the long term.

What is customer experience software?

A customer experience software or digital experience platform (DXP) is a digital tool that helps companies to analyse, manage and optimise their customers’ interactions and experiences across various touchpoints. This software collects and evaluates customer feedback and behavioural data to gain insights into their satisfaction and brand loyalty. It offers functions such as surveys, analyses and reports. These enable the company to take targeted measures to improve the customer experience and thus increase customer loyalty and retention.

How can I monitor my customers from the first touchpoint to the customer loyalty program?

In order to monitor users comprehensively, it is important to implement a holistic customer experience strategy. Start by tracking and analysing all of your customers’ interactions with your company. Use customer experience software and analysis tools to collect data about the entire customer journey. You should collect both quantitative and qualitative data, such as proactive feedback, click behaviour on your website and interactions on social media. By continuously monitoring and analysing this data, you can gain insights, identify weak points and take targeted measures to improve the customer experience. Implement personalised communication and offers to strengthen brand loyalty and retain customers in the long term.

How do I identify my target group?

Focus on understanding your potential customers. Start with a thorough analysis of the market to capture demographics, behaviours and needs. Listen to feedback from your existing customers to gain insights into their motivations and concerns. Utilise techniques such as persona development and market research to get a clearer picture of your target audience. By combining these approaches, you can accurately identify your target audience and develop targeted strategies to effectively address their needs to create an optimal buying experience.

How do I measure CX?

efforts and make continuous improvements. Various metrics and methods can be used for this purpose. The most important of these include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES). They measure customer satisfaction and loyalty. In addition, qualitative feedback collections – such as surveys, interviews and focus groups – can provide valuable insights. Also analyse customer interactions and behaviour across different channels to understand the big picture of your CX. Continuously monitoring and analysing these metrics will allow you to identify weaknesses, spot opportunities for improvement and ensure an outstanding customer experience.

*References

Pineiro, F. A. (2023, December 18). 20+ Customer Experience Statistics You Need to Know | 2024. startups.co.uk. Retrieved 6 August 2024, from https://startups.co.uk/phone-systems/customer-experience-statistics/

Gartner, Inc (2014, September 29). Gartner Survey Finds Importance of Customer Experience on the Rise – Marketing Is on the Hook | 2024. Gartner, Inc. Retrieved 6 August 2024, from https://www.gartner.com/en/documents/2857722

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