16. September 2021

Customer Experience Studie – Internetanbieter 2021

In der heutigen Zeit ist es für Unternehmen immer wichtiger, sich über die Customer Experience zu differenzieren. Dies trifft besonders auf den Markt der Anbieter für Internetfestnetzanschlüsse zu, bei dem sich für die Anbieter oft nur wenige Möglichkeiten bei der Produktdifferenzierung ergeben. Gleichzeitig haben sich…
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18. November 2020

It’s that time of the year again …

It is already November and for most corporations the fiscal year soon comes to an end. As every year – and maybe even more in this special year – there are some unused budgets, as some of the things did not come as originally planned.…
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18. November 2020

Don’t get blinded by the data

Over the course of the past years we could observe a clear trend towards measuring and quantifying the whole environment around us. Whether it be tracking our fitness level with our watches, number of likes on our social profiles, numerous surveys for our satisfaction with…
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22. Juni 2020

All that glitters is not gold!

Today most companies claim to be customer-centric – especially when it comes to innovation. Agile innovation processes are implemented, design thinking, or comparable methodologies are applied, consumer research is performed and even workspaces are adapted to support the process in the best way. But why…
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22. Juni 2020

Act savvy during the crisis and emerge as winner

The Covid-19 pandemic came with a punch. From one day to another, our everyday life as well as our work life changed in ways we were all largely unprepared for. For businesses, this situation means that strategies which were good at the beginning of the…
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21. Januar 2020

How dare you? You stole my time!

In an increasingly fast paced and complex world, simplicity has become the ultimate value — time saved. As the majority of organisations still fails to deliver on that, an ethos of simplicity demonstrates true customer centricity. The core driver for satisfaction and loyalty? Simplicity! An…
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20. Januar 2020

Decoding CX – can you measure it in Euros?

During the last years, when working on our consulting projects, we gradually learned that many companies really struggle to quantify Customer Experience (CX) as there are no sufficient measurement instruments available as of today. At the same time, Customer Experience is a very multifaceted and…
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16. Januar 2020

Market research – shrink costs, maximise results!

For many senior managers, market research has a bad reputation. It is considered as ineffective, inaccurate or even a complete waste of time and money. In many cases they are right. But the reason behind is not the market research profession itself, it is rather…
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14. Juni 2019

What’s next? The future of human-centered design

In the age of customer-centricity, human-centered design has evolved as the guiding principle in new product development. The concept comprises developing solutions by involving the consumers’ perspective in all steps of the design process. Understanding the environment, the usage context and needs of the people…
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8. Juni 2018

Customer relationship – what’s love got to do with it?

Customer affection is often confused with customer satisfaction. However, customer satisfaction KPIs do not reveal anything about the emotional bond or relationship a customer has with a brand. In an increasingly service-oriented economy, overall customer satisfaction is rarely a competitive advantage. Consumers expect a high…
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