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In tune with the customer

Customer Experience

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Create customer experiences to be remembered

Customers don't just buy products – they buy experiences. Positive experiences at all touchpoints combined with appropriate and relevant contents turn prospective buyers into keen brand ambassadors and loyal customers. With the help of a successful customer experience, you acquire comprehensive knowledge about your (potential) customers and gain a crucial competitive advantage.

We support you from start to finish in designing a successful customer experience strategy through simple, standardized and automated processes. Our experts work with you to identify the relevant experience goals and design your project roadmap. With our many years of project experience and industry expertise, we not only help you make your customer and employee experience more efficient and successful but also predict future trends and needs of your customers. For experiences that start in the minds of your employees and stay in the minds of your customers.

Do you have any questions?

Tim Looke msg

Tim Looke
Head of Digital Experience

Did you know?

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Get to know your customers

A one-size-fits-all solution cannot be used when addressing a heterogeneous customer base with a multifaceted product portfolio. Regardless of whether your goal is a stronger customer relationship, effective new acquisition or winning back lost customers: It is essential to meet the individual customer experiences along the entire customer journey.

Create positive experiences

Create positive experiences

Whether online, offline or in person – the focus is on the holistic experience. Differences in accessibility can be attributed to the different generations: Whereas baby boomers prefer to be contacted in person or by phone, Gen Z is more likely to be reached virtually or via social media.

Implement smart IT solutions

Implement smart
IT solutions

Technology starts where human beings have their limits: The orchestration of all channels requires an individual IT architecture. The identified customer needs are translated on a technological level so that even complex requirements can be met.

We create connections with our service portfolio

CRM

Optimization and analysis of all customer data

Our CRM analysis reveals the maturity level of your CRM structures, especially of the data quality, customer focus, lead-to-cash management, campaign management through to the CRM strategy review.

 

Customer Journey Mapping

Understanding the customer journey

Mapping, internalizing and understanding the customer journey is the core of every customer-oriented strategy.
We use cross-industry best practices and msg key figures to illustrate each individual customer journey for you.

 

Omnichannel Management

Consideration of all relevant channels

Together, we get closer to the goal of identifying people and corresponding products from datasets.
This enables you to offer your customers seamless experiences across all contact channels.

 

Touchpoint Analysis

Identifying relevant touchpoints

We create simulations to analyze customer and selling journeys in order to identify the touchpoints relevant for the target group.
This means you can "pick up” your customers at the right time at the right place.

 

Customer Insights

Collect customer feedback and measure customer satisfaction.

Build a comprehensive customer understanding with Customer Insights,
which you can use to target product offerings and up-/cross-selling potentials.

 

Closing the Loop

Continuous improvement

We identify the most important analytical and operational components of customer relationship management for you.
Based on this, we develop tailored approaches to close existing gaps and vulnerabilities.

Campaign Management

Targeted, individual marketing campaigns

We help you target your customer approach more effectively.
Your competitive advantage: Each customer receives the right message at the right time.

 

Rely on our technology partners

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Rely on our technology partners

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Kontakt

How can we help you implement your best customer experience? We provide you with independent consultancy.

Get in touch

Get in touch!

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Dominic Helten msg

Dominik Helten
Head of Customer Centricity &
Relationship Management