CUSTOMER
DYNAMICS
Holistic customer loyalty with system – models affective and cognitive factors, measures brand affinity, analyses current, potential and former customers and the relevance of loyalty factors
LAUNCH
State evaluation
- Current state of customer service and satisfaction
- Test purchases, employee surveys, customer surveys
- (Digital) customer journey & touchpoint analyses
- Accounting of actual state, revealing areas of discrepancy and consonance
Analytical methods
- Critical events, mystery shopping, competition benchmarking, customer segmentation, portfolio, factors that influence customer loyalty, monitoring, internal and external perspectives, conjoint analyses, trade offs
Necessity evaluation
- Developing actions to improve service performance
- Customer and employee surveys
- Analysing problems and requirements, customer usage of services, acceptance of planned actions
Programme evaluation
- Monitoring the success of customer care programmes
- Implementing digital customer feedback systems (MyFeedback)
- Customer surveys and mystery shopping
- Early, flexible countermeasures in the event of deterioration of quality
- Improving customer service, binding customers to the brand
