Customer centricity is usually definied in a limited way with value creation for the customer (CX), not focussing on offerings or simply listening to the customer. So far there is no clear understanding what customer centricity really means. Our definition of customer centricity is composed of two central building blocks: […]
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Der Hidden-Champion Bien-Zenker (grösster Fertighaushersteller Europas) ist als Kundenchampion 2019 von der FAZ und der Deutschen Gesellschaft für Qualität ausgezeichnet worden. Grundlage für die Kür zu “Deutschlands Kundenchampion” ist eine umfangreiche Kundenbefragung. Deren Kern ist das “Fan-Prinzip”, das die relevanten Kriterien für den Unternehmenserfolg abbildet. Erfolgreich ist demnach, wer mit […]
Research confirms the power of customer experience as many industries enter a switching economy. A separate report validates this trend, finding that three quarters of consumers switch to a brand competitor after just one bad experience. In response to this landscape, brands and businesses must prioritise customer experience at a […]
Die Marktentwicklung im deutschen Online-Handel zeigt sehr spannende Entwicklungen. Onlinehändler mit stationärer DNA wachsen wieder am stärksten – auch über Marktplätze. Amazon drückt das Wachstum der Internet-Pure-Player (ohne Marktplätze) und wächst kaum noch über den eigenen Handel sondern im Wesentlichen nur über den Amazon Marketplace. Somit sollte das Thema stationärer […]
Project scope Measure and improve the performance of the touch points Set up of KPIs for each touch point Definition of a management framework Measure performance of touch points by applying the Customer Choice Analysis Definition of counteractive measures to improve touch point performance Results The client decided to adjust […]
Project scope Help the top-management of a global producer of electric motors to undertake a major shift in the company’s culture from product-orientation to customer centricity Assess the current mind-set and define the target culture Design and perform a series of interactive mobilisation workshops with top and middle management Design […]
Project scope Help a European wealth management provider redesign the on-boarding process for private banking clients in the Italian market in a way that that benefits both the clients and the company Uncover the expectations, needs and choice drivers of the target segments through sophisticated qualitative interviewing Create a blue-print […]
Project scope Assess and adapt the current business model in order to enable continuous growth while addressing new, formerly unknown, customer segments Generate deep and relevant customer insights on existing and new customer segments Review the existing business model Optimise the business model with special consideration of value proposition and […]
Project scope Help the national market leader in online ticketing, which has grown rapidly due to a successful focus on event organisers, to continue on its growth path by becoming much more focussed on end consumers Uncover how consumers get inspired to attend events (such as concerts), how they choose […]
Project scope Align touch point performance along the customer journey to create mutual value (for the company and the customers) for seven European markets (Germany, France, Italy, UK, Spain, Poland and Austria) of a global car manufacturer. Uncover the customer journey of today’s passenger car buyers and their choice drivers […]
Project scope Preparation and combination of existing information about the target group Analysis of the existing customer experience regarding willingness to pay, customer needs and add-on services with the help of the Customer Choice Analysis© Development of a segmentation as well as of offering bundlesBusiness model optimization Development of a […]
Project scope Design a customer experience, customer relationship approach and brand position that clearly differentiates the client’s brand in the customers’ eyes and allows to gain market share in Germany, France and the UK Understand the competitive landscape and the positioning of the client in customers’ eyes Uncover the purchasing […]
Project scope Re-design the customer experience for a leading, global producer of industrial robots Understand the purchasing processes, expectations and choice drivers of the buying centres within client companies Blueprint internal processes in order to identify major misalignments with expectations Re-design customer experiences for the most valuable customer segments Results […]
Project scope Definition of a brand identity and positioning Establishing a brand management function Assuring consistency at all touchpoints Implementing a CRM-System Definition of a CRM-Strategy Training Results The client has a differentiating brand with a clear positioning at every touchpont in a competitive environment. Furthermore, he has a clear […]
Project scope Building a framework of innovative payment models Collecting a reimbursement and payer partnership fact-base for 30 countries Assessing admissibility, feasibility and attractiveness for each country Choosing countries and payment/payer partnership models for piloting Planning pilots Training and coaching of local staff Results The client was enabled to choose […]
Vor Ostern ist der Studiengang Sales & Distribution an der HWZ erfolgreich gestartet. Die Studierenden erhalten eine umfassende Ausbildung im Bereich persönlicher und digitaler Verkauf. Wir freuen uns auf Studierende aus so vielen unterschiedlichen Branchen und ein starkes und begeisterndes Dozierendenteam. Wir wünschen allen eine tolle Zeit (die immer viel […]
Many confuses customer centricity with customer experience. This article highlightens that customer centricity is a strategy as customer experience is a result based on customer-centric initiatives.
Our latest publication on smart data: The digitisation of the physical sale seems to be forgotten. Although there is an enormous potential for growth for retailers in industries like automotive, fashion, tourist, furniture etc.. Based on a pilot project with our application CE-POS in a car dealer, we unveil how […]
Conventional wisdom is so strong. Especially in the field of customer centricity. In workshops and classes, we always participants whether they believe that the purchase behaviour of women is more emotionally driven than men`s behaviour? Surprisingly most people still think that the women`s purchase behaviour is more strongly driven by […]
