Use Cases

Theory Aside. What Are Concrete Steps for Achieving Your Goals?

We want you to have an idea of how we work even before our first meeting. That way you can see what opportunities will arise for you if you work with us.

We have compiled our approaches to solutions for typical problems that our customers are confronted with in their everyday business.

Are you interested in how all that will look in the context of your own challenges?
Contact us and we will tell you.

Internal Issues

The implementation success of strategic decisions cannot be viewed in isolation from the respective corporate culture. With the help of our corporate culture analysis, you will receive an assessment of the feasibility of strategic changes with existing human resources. Among other things, we provide insights into the overall culture, possible subcultures of different organizational units and management and leadership attitudes. Particularly in digital transformation processes, an inventory of the culture is the basis for successful change. In this context, we are guided by the model of Edgar H. Schein. The evaluation is carried out on an online basis.

The key word here is employer branding. In order to survive in the competition for talent, companies have to establish so-called employer brands. The presentation as an attractive employer is the basis for successful recruiting. We have a set of tools that you can use to measure your employee experience: From the application process to termination, employee experiences are evaluated with reasonable effort and integrated into a controlling process. The result is stronger employee loyalty and positive word-of-mouth communication in social media. The employer brand is systematically strengthened.

With our StimmungsIndex (mood index) we continuously analyse the mood of employees and managers. With just a few questions, a picture of the general atmosphere is generated, which provides valuable insights into the respective company situation. (Communication) measures can be derived from this. In times of change, sentiments are important for successful corporate development. Experience also shows that the use of the StimmungsIndex has a positive effect on employer branding.

Employees are in daily contact with customers and prospects. They know their needs and problems, they know what moves the market. The employees in the service centres and at the point of sale. But very rarely is this potential, this valuable resource of knowledge, used systematically by companies. With our market barometer we systematically screen the knowledge of employees in contact with customers. Using this method also changes the way employees see themselves. They are no longer just experienced workers. They receive appreciation.

The market barometer is especially interesting in times of strong market changes. Survey form and result view are online-based with respect to cost-benefit aspects. Experience shows that the use of the market barometer has a positive effect on employer branding.

More often than not, general performance appraisals have no effect on employees. Our experience shows that direct (positive or negative) feedback from customers or testers to employees have the greatest effect. Employee-specific reflection is encouraged, the basis for behavioural changes is laid.

The feedback system can be expanded in the sense of a closed loop. The customer receives feedback from the company on their comments. This appreciation has a positive effect on loyalty, especially in the case of negative customer feedback. Services that have been criticised can be apologised for or made up for. Disappointed customers can be won back on an emotional basis.

External issues

Depending on your goals, we use different methods of analysis, e.g. mystery activities or surveys on various contact channels. Evaluation criteria are selected according to your goals. Typically, the focus of the analysis will be on: compliance with standards, quality of experience and image impact.

From shop/branch tests to the analysis of your messenger services, we evaluate all contact channels. You will then receive a detailed report with which you can monitor and even control the contractually guaranteed quality of your service provider. Of course, (automated) follow-up contact surveys are also possible in order to determine the quality from the perspective of prospects and customers.

We use our benchmark database, which we have maintained for more than 25 years, to compare your performance quality with that of your competitors. You gain insights into your strengths and weaknesses. Among other things, you discover what you can learn from others in terms of best practice.

Via our online platform cx::radar you can systematically and continuously compare your customer experience with that of selected competitors. This is made possible by a CX-Controlling-System.

We evaluate the distribution measures of your competitors and compare them with your process. The focus here is on behavioural economic aspects that increase the probability of closing a deal. Benchmarking and best practice are keywords that describe our approach.

We use different methods to analyse the opinions of interested parties and customers. Mystery activities, automated surveys, NPS surveys, transactional and relational surveys. According to your objectives, we coordinate the methodology with you in order to ensure an optimized cost-benefit ratio.

We use the idea of communities to institutionalise dialogue. In closed groups, we conduct discussions with your stakeholders (e.g. customers, partners). Ideas and performance/process optimisations can be checked for acceptance.

An alternative is the establishment of a corresponding stakeholder panel. In this case, the panel participants are asked online and continuously about their experiences and opinions. The panel results show developments/changes over time.

If desired, we can take over the acquisition of stakeholders, the management and control of the panel or the moderation of the community.

We analyse the quality of experience of your existing and planned information, onboarding, transaction and support processes. We identify pain points and possibilites for their elimination in the end-to-end process. The evaluation always takes place from the perspective of prospects and customers.

Ideally, we already support you during the planning and (re)design of end-to-end processes. The quality of the experience is evaluated by pre-tests as part of our research. We use closed user groups and/or behavioural-economic expert evaluations for this purpose.

Our goal is to create positive emotional experiences in the process experiences of prospects and customers. After all, it is not satisfaction but emotions that are decisive for customer loyalty.

Communication guidelines (by telephone, in writing) are developed or optimised with you on the basis of the latest developments, e.g. behavioural economic findings. To check compliance with the specifications for internal and external audits, appropriately weighted analysis criteria are established and a target performance index is generated.

We here differentiate between contacts initiated by you or by your prospects/customers.

Internal and external measures, such as mystery activities or surveys, must be synchronized in terms of content. We provide an online tool that records the results of your internal audits and compares them with external findings. This enables a holistic quality assessment and a controlling system is established. Deviation analyses then show further measures for optimisation and control.

The development of the criteria (including the derivation of weightings and the creation of performance indices) is ideally done together with you. You will receive a corresponding online tool from us in which your auditors enter their results. You can analyse the results team- and organisation-specific and export them for internal use. On request, we will be happy to support you in interpreting the results.

The introduction of self-services means a change in behaviour from the customer’s perspective. Changes must include added value and ensure customer benefit. The first time experience is particularly important: it must be straightforward and intuitive.

We support you in the design and communication of these services, taking into account behavioural economic aspects. In addition to expert assessments, pre-tests are also used here. We carry out these tests, for example, using our in-house field research.