Wo man auch hinhört. wird über Kundenerfahrungen (Customer Experiences) und Kundenerfahrungs-Management (Customer Experience Management) gesprochen. Dennoch stellen wir immer wieder fest, dass wenige Leute eine ausreichend konkrete Vorstellung davon haben, was es braucht, um differenzierende Kundenerfahrungen erfolgreich zu definieren und im Alltag sicherzustellen. In diesem Artikel versuchen wir, die 6 […]
Touchpoint management
5 posts
Everybody and their dogs seem to be talking about customer experiences and customer experience management nowadays. However, too few people seem to have a good concept of what it really takes to do it successfully. This is why this article summarises the 6 steps of successful customer experience management from […]
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 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 […]
If you define a customer experience that the combination of all your touchpoints are supposed to deliver to customers, you better make sure that this experience is delivered properly and consistently. Hence, a large proportion of companies have set up customer surveys that monitor execution and assess the effect it […]
