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itemprop="name">Leistungen</span></a></li><li class="breadcrumb__separator"> › </li><li class="breadcrumb__current">Customer Experience Consulting</li></ol> <script type="application/ld+json"> { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [{ "@type": "ListItem", "position": "1", "name": "Startseite", "item": "https://www.schalk-and-friends.de/"}, { "@type": "ListItem", "position": "2", "name": "Leistungen", "item": "https://www.schalk-and-friends.de/leistungen/"}, { "@type": "ListItem", "position": "3", "name": "Customer Experience Consulting"} ] } </script> <div class="hero-landingpage__content-container"> <div class="hero-landingpage__content"> <span class="label">Ihr Weg zu mehr Conversion, Markentreue und Differenzierung</span> <h1 class="h1 h1--subheading teaser__headline"> Customer<br>Experience<br>Consulting </h1> <p class="hero-landingpage__text">Als Customer Experience (oder kurz: CX) bezeichnet man die Gesamtheit der Eindrücke, die Kund:innen mit einer Marke oder einem Unternehmen sammeln. Ist dieses Erlebnis durchwegs positiv, steigt die Markentreue an das Unternehmen und, infolgedessen, der Umsatz. Hier kommt Customer Experience Consulting ins Spiel: Unternehmen, die ihre CX aktiv und effektiv optimieren, differenzieren sich damit auch am Markt wesentlich prägnanter. CX wird deshalb immer mehr zum entscheidenden Erfolgsfaktor.</p> <a href="https://www.schalk-and-friends.de/kontakt/" id="landingpage-header" class="teaser__link button">Kontakt aufnehmen</a> </div> </div> <div class="hero-landingpage__media-wrapper"> <picture data-id="11839" data-type="fallback"><source media="(min-width: 1232px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/customer-experience-consulting-jpg-webp-1232x830.webp" type="image/webp"> <source media="(min-width: 616px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/customer-experience-consulting-jpg-webp-616x415.webp 1x, https://www.schalk-and-friends.de/wp-content/uploads/2024/10/customer-experience-consulting-jpg-webp-1232x830.webp 2x" type="image/webp"><img width="616" height="415" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/customer-experience-consulting-jpg-webp-616x415.webp" class="teaser__image no-lazy not-transparent" alt="Eine geometrische Skulptur verkörpert ein blockförmiges Design in ein Raster aus weißen, roten und blauen Quadraten und Rechtecken. Sie hält eine rote Kugel, die auf einem quadratischen Sockel ruht und einem Spielautomat ähnelt." fetchpriority="high" decoding="async" data-has-transparency="false" data-dominant-color="aea6ab" style="--dominant-color: #aea6ab;" /></picture> </div> </div> </div> <div id="content" class="site-content"> <div id="primary" class="content-area"> <main id="main" class="site-main"> <article id="post-11406" class="post-11406 services type-services status-publish hentry"> <div class="entry-content"> <div class="component-container "> <div class="content-container content-container--medium"> <div class="column-container"> <div class="column"> <div class="content-column content-column--3col image-text-icon__wrapper" data-twig="bild-text-icon"> <div class="content-column__wrapper"> <div class="content-column__headline-wrapper"> <h2 class="h2">Customer Experience Consulting & Management </h2> </div> <div class="content-column__text-wrapper content-column__text-wrapper--large-margin"> <p>Kund:innen gewinnen ist schwer. Sie zu halten – umso mehr! Wer Zufriedenheit steigern, eine positive Bindung aufbauen und Weiterempfehlung fördern will, sollte Customer Experience Management aktiv angehen. </p> </div> <input type="radio" id="content-column-trigger-block_f6eeda6b5cb9b057da1d855754ec7e35" class="content-column__column--trigger"> <div class="content-column__column-container"> <div class="content-column__column content-column__column-icon "> <div class="content-column__column-header"> <div class="content-column__column-icon"><svg class="icon icon-contentment" ><use xlink:href="#icon-contentment"></use></svg></div> <h3 class="content-column__column-headline">Zufriedenheit</h3> </div> <div class="content-column__column-content"> Customer Experience Beratung hilft Ihnen, die Wünsche und Erwartungen ihrer Kund:innen besser zu verstehen. Sie erfahren, welche Bedürfnisse erfüllt werden müssen, um ein durchgehend positives Anfrage-, Bestell- oder Kauferlebnis zu bieten – und wie Sie mit maßgeschneiderten Strategien für spürbar mehr Zufriedenheit sorgen. </div> </div> <div class="content-column__column content-column__column-icon "> <div class="content-column__column-header"> <div class="content-column__column-icon"><svg class="icon icon-loyalty" ><use xlink:href="#icon-loyalty"></use></svg></div> <h3 class="content-column__column-headline">Loyalität</h3> </div> <div class="content-column__column-content"> Wer zufrieden ist, bleibt. Das belegen umfassende Studien: Für 64% der Verbrauchenden ist das Kauferlebnis wichtiger als der Preis.* 72% empfehlen ihre positive Erfahrung im Schnitt an 6 weitere Personen.* Und die Markentreue steigt um 1000%. Zugegeben – Punkt 3 haben wir erfunden. Echte Treue lässt sich schlecht messen. Dennoch kann man sie erfassen: Mit einem umfangreichen Customer Experience Consulting (auch gerne CX-Beratung genannt), das Schwachstellen entdeckt, Lösungen entwickelt und Erlebnisse perfektioniert. </div> </div> <div class="content-column__column content-column__column-icon "> <div class="content-column__column-header"> <div class="content-column__column-icon"><svg class="icon icon-branding" ><use xlink:href="#icon-branding"></use></svg></div> <h3 class="content-column__column-headline">Markenschärfung</h3> </div> <div class="content-column__column-content"> Wer alle ansprechen will, wird von niemandem gehört. Customer Experience Agenturen raten daher zu Ecken und Kanten, zu einer Markenstrategie mit Charakter. Passt die CX zum Wertekanon Ihrer Kund:innen, sinkt die Abwanderungsrate, Geschäftsbeziehungen werden langfristiger. Das zahlt sich aus: Bis zu 80% Umsatzsteigerung – die können drin sein, wenn sich ein Unternehmen effektiv auf seine CX konzentriert.* </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="component-container component-container--bg component-container--bg-primary-dark component-container--bg-less-padding "> <div class="content-container"> <div class="column-container"> <div class="column"> <div class="content-logo-line" data-twig="bild-text-logo"> <div class="content-logo-line__container"> <div class="content-logo-line__item"> <svg class="" ><use xlink:href="#logo-bayerische-staatsoper"></use></svg> </div> <div class="content-logo-line__item"> <svg class="icon logo-comood" ><use xlink:href="#logo-comood"></use></svg> </div> <div class="content-logo-line__item"> <svg class="icon logo-klafs" ><use xlink:href="#logo-klafs"></use></svg> </div> <div class="content-logo-line__item"> <svg class="icon logo-pinakothek" ><use xlink:href="#logo-pinakothek"></use></svg> </div> <div class="content-logo-line__item"> <svg class="icon logo-sebastian-hepting" ><use xlink:href="#logo-sebastian-hepting"></use></svg> </div> <div class="content-logo-line__item"> <svg class="icon logo-brainlab" ><use xlink:href="#logo-brainlab"></use></svg> </div> </div> </div> </div> </div> </div> </div> <div class="component-container "> <div class="content-container"> <div class="column-container"> <div class="column"> <div id="block_ebca782bd4e784486d51aec9c66b2bac" class="teaser-horizontal" data-twig="bild-text" > <div class="teaser__wrapper teaser__wrapper--image-left "> <div class="teaser__image-wrapper "> <picture data-id="11412" data-type="fallback"><source media="(min-width: 800px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/08/cx-consulting-800x584.webp" type="image/webp"> <source media="(min-width: 640px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/08/cx-consulting-640x468.webp" type="image/webp"><img decoding="async" width="640" height="468" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/08/cx-consulting-640x468.webp" class="teaser__image not-transparent" alt="CX Consulting Strategie in Form von Klebezetteln auf einem Whiteboard" data-has-transparency="false" data-dominant-color="d5d5d8" style="--dominant-color: #d5d5d8;" /></picture> </div> <div class="teaser__content-wrapper"> <div class="teaser__content"> <h2 class="h6 teaser__headline " > Customer Experience Strategy: Das Yin und Yang von Angebot und Nachfrage </h2> <p>Eine CX-Strategie ist ein durchdachter, strukturierter Plan zur Steigerung der Kundenzufriedenheit. Er dient dazu, alle Berührungspunkte, die User mit Ihrer Marke haben, systematisch zu optimieren. Den Startschuss gibt ein Customer Experience Audit mit umfassender Analyse der Customer Journey. So werden Schlüsselerlebnisse und Schwachpunkte der Kauferfahrung identifiziert, entsprechend zielgerichtet kann das Feedback Ihrer Kund:innen via Tracking und User Interviews eingeholt werden. Das hilft, die Bedürfnisse und Erwartungen ihrer Kund:innen besser zu verstehen – und darauf abgestimmte Erlebnisse zu gestalten. Dafür entwickeln Sie gemeinsam mit Ihrem CX Beratungs-Team Maßnahmen, die dafür sorgen, dass Ihre Marke mit konstant positiven Kontakt-, Such- und Kauferfahrungen in Verbindung gebracht wird. Übrigens: Trends, Märkte und Angebote ändern sich genauso oft wie Kundenwünsche. Deshalb empfehlen wir, Ihre CX mit Monitoring kontinuierlich im Blick zu behalten.</p> </div> </div> </div> </div> </div> </div> </div> </div> <div class="component-container component-container--margin-5 "> <div class="content-container content-container--medium"> <div class="column-container"> <div class="column"> <h2 class="h2" data-twig="headings">Vom ersten Blick bis zum letzten Klick: Customer Journey </h2> </div> </div> </div> </div> <div class="component-container "> <div class="content-container content-container--medium"> <div class="column-container"> <div class="column"> <div class="tab-slider" data-twig="tab-slider"> <ul id="block_cfed8364ecd3afb72a0ba5477fe6ddb1" class="tab-slider__tab-navigation"> <li><a href="#" class="link active" data-slide="1">AWARENESS</a></li> <li><a href="#" class="link" data-slide="2">CONSIDERATION</a></li> <li><a href="#" class="link" data-slide="3">DECISION & PURCHASE</a></li> <li><a href="#" class="link" data-slide="4">SERVICE</a></li> <li><a href="#" class="link" data-slide="5">CUSTOMER LOYALTY</a></li> </ul> <div class="tab-slider__wrapper"> <div id="block_cfed8364ecd3afb72a0ba5477fe6ddb1" class="tab-slider-bg-picture" data-component="04_organisms/TabSlider"> <div class="tab-slider-bg-picture__container"> <picture data-id="12058" data-type="fallback"><source media="(min-width: 1040px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-awareness-1-jpg-1040x780.webp" type="image/webp"> <source media="(min-width: 832px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-awareness-1-jpg-832x624.webp" type="image/webp"> <source media="(min-width: 768px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-awareness-1-jpg-768x576.webp" type="image/webp"> <source media="(min-width: 576px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-awareness-1-jpg-576x432.webp" type="image/webp"><img decoding="async" width="576" height="432" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-awareness-1-jpg-576x432.webp" class="attachment-sm2-576 size-sm2-576 not-transparent" alt="Schwebende 3D-Würfel in Weiß, Rot und Blau sind in einem geometrischen Muster vor einem hellgrauen Hintergrund angeordnet." data-has-transparency="false" data-dominant-color="b6b2bf" style="--dominant-color: #b6b2bf;" /></picture> </div> <div class="tab-slider-bg-picture__container"> <picture data-id="12059" data-type="fallback"><source media="(min-width: 1040px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-consideration-jpg-1040x780.webp" type="image/webp"> <source media="(min-width: 832px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-consideration-jpg-832x624.webp" type="image/webp"> <source media="(min-width: 768px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-consideration-jpg-768x576.webp" type="image/webp"> <source media="(min-width: 576px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-consideration-jpg-576x432.webp" type="image/webp"><img loading="lazy" decoding="async" width="576" height="432" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-consideration-jpg-576x432.webp" class="attachment-sm2-576 size-sm2-576 not-transparent" alt="Schwebende 3D-Würfel in Weiß, Rot und Blau sind in einem geometrischen Muster vor einem grauen Hintergrund angeordnet." data-has-transparency="false" data-dominant-color="9ba0b2" style="--dominant-color: #9ba0b2;" /></picture> </div> <div class="tab-slider-bg-picture__container"> <picture data-id="12061" data-type="fallback"><source media="(min-width: 1040px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-decision-and-purchase-jpg-1040x780.webp" type="image/webp"> <source media="(min-width: 832px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-decision-and-purchase-jpg-832x624.webp" type="image/webp"> <source media="(min-width: 768px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-decision-and-purchase-jpg-768x576.webp" type="image/webp"> <source media="(min-width: 576px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-decision-and-purchase-jpg-576x432.webp" type="image/webp"><img loading="lazy" decoding="async" width="576" height="432" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-decision-and-purchase-jpg-576x432.webp" class="attachment-sm2-576 size-sm2-576 not-transparent" alt="Abstrakte 3D-Struktur bestehend aus roten, blauen und weißen Würfeln mit schwarzen Umrissen, angeordnet in einem Gittermuster, inspiriert von der Kunstbewegung De Stijl." data-has-transparency="false" data-dominant-color="b8b1b9" style="--dominant-color: #b8b1b9;" /></picture> </div> <div class="tab-slider-bg-picture__container"> <picture data-id="12062" data-type="fallback"><source media="(min-width: 1040px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-service-jpg-1040x780.webp" type="image/webp"> <source media="(min-width: 832px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-service-jpg-832x624.webp" type="image/webp"> <source media="(min-width: 768px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-service-jpg-768x576.webp" type="image/webp"> <source media="(min-width: 576px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-service-jpg-576x432.webp" type="image/webp"><img loading="lazy" decoding="async" width="576" height="432" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-service-jpg-576x432.webp" class="attachment-sm2-576 size-sm2-576 not-transparent" alt="Abstrakte Komposition aus roten, blauen und weißen 3D-Blöcken, die in einem geometrischen Muster vor einem einfachen Hintergrund angeordnet sind." data-has-transparency="false" data-dominant-color="bab9c7" style="--dominant-color: #bab9c7;" /></picture> </div> <div class="tab-slider-bg-picture__container"> <picture data-id="12060" data-type="fallback"><source media="(min-width: 1040px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-customer-loyalty-jpg-1040x780.webp" type="image/webp"> <source media="(min-width: 832px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-customer-loyalty-jpg-832x624.webp" type="image/webp"> <source media="(min-width: 768px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-customer-loyalty-jpg-768x576.webp" type="image/webp"> <source media="(min-width: 576px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-customer-loyalty-jpg-576x432.webp" type="image/webp"><img loading="lazy" decoding="async" width="576" height="432" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/10/cx-customer-loyalty-jpg-576x432.webp" class="attachment-sm2-576 size-sm2-576 not-transparent" alt="Zwei geometrische Skulpturen mit roten, blauen, weißen und schwarzen Blöcken auf grauem Hintergrund, die an einen modernen Kunststil erinnern." data-has-transparency="false" data-dominant-color="b6a5ad" style="--dominant-color: #b6a5ad;" /></picture> </div> </div> <div class="tab-slider-foreground blending-box blending-box--biger blending-box--no-hover responsive responsive--square11"> <div class="tab-slider-foreground__static-box blending-box__element responsive__element11"></div> <div id="text-block_cfed8364ecd3afb72a0ba5477fe6ddb1" class="tab-slider-text-caption" data-component="04_organisms/TabSlider"> <div class="tab-slider-text-caption__container"> <div class="tab-slider-text-slide"> <div class="tab-slider-text-slide__inner"> <h3 class="h5 tab-slider-text-slide__headline">AWARENESS</h3> <span class="tab-slider-text__sub-headline"></span> <p>Der erste Eindruck kann entscheidend sein. Die Customer Journey beginnt nicht erst auf Ihrer Website, sondern bei einer neugierigen Suche, einem interessierten Blick, einer überzeugenden Headline. Als CX-Agentur setzen wir hier auf effektives Marketing, eine starke Markenpräsenz und gezielte Werbung. Bei all diesen Maßnahmen ist es wichtig, klare, ansprechende Botschaften zu vermitteln, die das Interesse an Ihrer Marke steigern und neugierig auf Ihr Angebot machen.</p> </div> </div> </div> <div class="tab-slider-text-caption__container"> <div class="tab-slider-text-slide"> <div class="tab-slider-text-slide__inner"> <h3 class="h5 tab-slider-text-slide__headline">CONSIDERATION</h3> <span class="tab-slider-text__sub-headline"></span> <p>Wann wird aus Neugierde echtes Interesse? In Schritt 2 der Customer Journey beginnen User, Informationen zu sammeln und verschiedene Optionen in Erwägung zu ziehen. Um hier zu überzeugen, ist es wichtig, detaillierte und hilfreiche Informationen bereitzustellen. Auch eine ansprechende Präsentation Ihres Angebots sowie bereits vorhandene, positive Bewertungen können Ihr Image beeinflussen – und so zum Zünglein an der Waage werden. Die Vorteile und der Mehrwert Ihrer Produkte bzw. Leistungen sollten so deutlich, klar und verständlich wie möglich kommuniziert werden.</p> </div> </div> </div> <div class="tab-slider-text-caption__container"> <div class="tab-slider-text-slide"> <div class="tab-slider-text-slide__inner"> <h3 class="h5 tab-slider-text-slide__headline">DECISION & PURCHASE</h3> <span class="tab-slider-text__sub-headline"></span> <p>Der Hammer ist gefallen! Ihr Kunde oder Ihre Kundin hat sich entschieden. Nun gilt es, die bisherigen positiven Erfahrungen um transparente Preise, attraktive Angebote und einen einfachen, klaren Kaufprozess zu ergänzen. Wichtig dabei: Der Check-out-Prozess muss so reibungslos wie möglich ablaufen. Im CX Consulting achtet man deshalb unter anderem die Bereitstellung verschiedener Zahlungsoptionen und übersichtliche, zeitnahe Bestätigungsmeldungen.</p> </div> </div> </div> <div class="tab-slider-text-caption__container"> <div class="tab-slider-text-slide"> <div class="tab-slider-text-slide__inner"> <h3 class="h5 tab-slider-text-slide__headline">SERVICE</h3> <span class="tab-slider-text__sub-headline"></span> <p>Hier befinden wir uns am wohl wichtigsten Punkt der Customer Journey: Der Kauf ist abgeschlossen – jetzt spricht Ihr Angebot, Ihre Dienstleistung oder Ihr Produkt für sich. Für eine optimale Kauferfahrung empfehlen Customer Experience Agenturen in der Regel, auf Produkte mit hoher Qualität und einfacher Handhabung zu setzen. Sollten nach dem Kauf Fragen auftauchen oder Probleme auftreten, bieten CX-sensibilisierte Unternehmen meist einen besonders schnellen Zugang zu hilfreichen Anleitungen oder ein persönliches Serviceangebot.</p> </div> </div> </div> <div class="tab-slider-text-caption__container"> <div class="tab-slider-text-slide"> <div class="tab-slider-text-slide__inner"> <h3 class="h5 tab-slider-text-slide__headline">CUSTOMER LOYALTY</h3> <span class="tab-slider-text__sub-headline"></span> <p>Nach dem Kauf ist vor dem Kauf: Zufriedene Kund:innen, die eine durchgängig positive Kauferfahrung gemacht haben, erwägen weitere Käufe und empfehlen Ihre Marke weiter. Aber auch langfristige Geschäftsbeziehungen wollen gepflegt werden: Ein hervorragender Service, personalisierte Angebote und regelmäßige Kommunikation sind eine gute Basis und inspirieren zu neuen Interaktionen. Mit Treueprogrammen und exklusiven Vorteilen kann man die entstandene Bindung weiter festigen. Mit einem umfassenden CX Consulting setzt man außerdem positive Bewertungen und Mundpropaganda.</p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="component-container "> <div class="content-container"> <div class="column-container"> <div class="column"> <div id="block_35af8cbe81e37bca38c1738efa51e6a1" class="teaser-horizontal" data-twig="bild-text" > <div class="teaser__wrapper teaser__wrapper--image-right "> <div class="teaser__image-wrapper "> <picture data-id="11434" data-type="fallback"><source media="(min-width: 800px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/08/customer-experience-agentur-800x585.webp" type="image/webp"> <source media="(min-width: 640px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2024/08/customer-experience-agentur-640x468.webp" type="image/webp"><img loading="lazy" decoding="async" width="640" height="468" src="https://www.schalk-and-friends.de/wp-content/uploads/2024/08/customer-experience-agentur-640x468.webp" class="teaser__image not-transparent" alt="Customer Experience Agentur Mitarbeiter in einem Beratungsgespräch zur Nutzung von KI" data-has-transparency="false" data-dominant-color="8e8b8c" style="--dominant-color: #8e8b8c;" /></picture> </div> <div class="teaser__content-wrapper"> <div class="teaser__content"> <h2 class="h6 teaser__headline " > Künstliche Intelligenz, echte Wirkung: CX Consulting mithilfe von KI </h2> <p>Unternehmen, die künstliche Intelligenz in die Customer Experience integrieren, sichern sich einen entscheidenden Wettbewerbsvorteil. Denn mithilfe datenbasierter Erkenntnisse und innovativer Technologien lassen sich nachhaltige Kundenbeziehungen aufbauen – wenn man den richtigen Fokus setzt. Personalisierung etwa ist ein Faktor, der nicht unterschätzt werden darf. KI ist in der Lage, große Datenmengen auszuwerten und diese in Erkenntnisse für persönliche Angebote oder Kommunikationsstrategien einzusetzen. Viele KI-basierte Tools definieren außerdem User-Profile, mithilfe derer Sie präzise Voraussagen über künftige Bedürfnisse oder Verhaltensweisen treffen können. Solche individualisierten Kauferfahrungen berücksichtigen die Bedürfnisse, Vorlieben und Verhaltensmuster Ihrer Kund:innen. Entsprechend wird das individuelle Angebot als relevanter und höherwertiger wahrgenommen, Kaufprozesse als intuitiver und leichtgängiger.</p> </div> </div> </div> </div> </div> </div> </div> </div> <div class="component-container component-container--margin-5 "> <div class="content-container"> <div class="column-container"> <div class="column"> <h2 class="h3" data-twig="headings">Step by Step: Mit der CX-Agentur zum optimalen Markenerlebnis </h2> <p>Customer Experience Consulting – was erstmal kompliziert klingt, ist gar nicht so schwer umzusetzen. Diese vier Schritte sollen die konkreten Maßnahmen veranschaulichen, die wir zusammen treffen können, um Ihre CX effektiv und nachhaltig zu verbessern.</p> <div class="services-list services-list--brand-primary" data-twig="services-list"> <div class="services-list__item"> <div class="services-list__content"> <p class="h4">Step 01</p> <p>Customer Journey</p> </div> <div class="services-list__detail"> <p>Zunächst identifizieren wir die Bedürfnisse, Erwartungen und Verhaltensweisen Ihrer Zielgruppen. Diese Erkenntnisse dienen anschließend als Grundlage für fundierte Entscheidungen zu Ihrer Customer Experience Strategy.</p> </div> </div> <div class="services-list__item"> <div class="services-list__content"> <p class="h4">Step 02</p> <p>Customer Experience Strategy</p> </div> <div class="services-list__detail"> <p>Auf Basis der Erkenntnisse aus Step 01 des CX Consultings wird eine umfassende Strategie zur gezielten Optimierung Ihrer CX entwickelt. Dafür werden die Bedürfnisse Ihrer Zielgruppen mit Ihren Unternehmenszielen abgeglichen – und in Einklang gebracht.</p> </div> </div> <div class="services-list__item"> <div class="services-list__content"> <p class="h4">Step 03</p> <p>Implementierung CX Design </p> </div> <div class="services-list__detail"> <p>Es wird ernst: In diesem Schritt übersetzen wir Ihr Customer Experience Consulting in konkrete Maßnahmen. Die vorab definierten Handlungsempfehlungen werden in Ihrem Technologie- und Tool-Environment umgesetzt. Das Ergebnis: eine nahtlose, maßgeschneiderte CX, die überzeugt.</p> </div> </div> <div class="services-list__item"> <div class="services-list__content"> <p class="h4">Step 04</p> <p>Monitoring & Optimierung</p> </div> <div class="services-list__detail"> <p>Um die Customer Experience langfristig auf einem hohen Niveau zu halten, empfehlen wir als CX-Agentur mit über 25 Jahren Erfahrung ein kontinuierliches Monitoring. Die gesammelten Daten werden überwacht und die CX stetig optimiert: Sobald es Insights zu möglichen Veränderungen gibt, gilt es, Anpassungen schnell und effektiv durchzuführen.</p> </div> </div> </div> </div> </div> </div> </div> <div class="component-container component-container--margin-5 "> <div class="content-container"> <div class="column-container"> <div class="column"> <div class="column"> <div class="button-container button-container--center" data-twig="button"><a href="https://www.schalk-and-friends.de/kontakt/" class="button" id="block_0c707ca9a4692470adcb2fd0edb39c34">Kostenlose Beratung anfragen</a></div> </div> </div> </div> </div> </div> <div class="component-container component-container--margin-0 "> <div class="content-container"> <div class="column-container"> <div class="column"> <div class="component-container component-container--margin-0"> <div class="content-container"> <div class="card-container card-container--margin-top"> <div class="card-container__headline"> 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src="https://www.schalk-and-friends.de/wp-content/uploads/2024/02/case-schalk-and-friends-bayrische-staatsoper-teaser-jpg-webp.webp" class="case__image not-transparent" alt="" data-has-transparency="false" data-dominant-color="807169" style="--dominant-color: #807169;" /></picture> </div> <div class="card__content"> <p class="h4 card__title"> Crescendo digitale: UX trifft Kunst – in der Bayerischen Staatsoper </p> </div> <div class="card__link-wrapper"> <a href="https://www.schalk-and-friends.de/projekte/bayerische-staatsoper/" class="card__link" aria-label="Siehe Arbeit"></a> </div> </div> </div> <div class="card card-container__box card--motion-behaviour"> <div class="card__wrapper"> <div class="card__media"> <div class="card__logo card__logo--small card__logo--light"> <svg class="icon logo-supplyon" ><use xlink:href="#logo-supplyon"></use></svg> </div> <picture data-id="9337" data-type="fallback"><source media="(min-width: 583px)" srcset="https://www.schalk-and-friends.de/wp-content/uploads/2023/04/SupplyOn_583x759-jpg.webp" type="image/webp"><img loading="lazy" decoding="async" width="583" height="759" src="https://www.schalk-and-friends.de/wp-content/uploads/2023/04/SupplyOn_583x759-jpg-webp.webp" class="case__image not-transparent" alt="" data-has-transparency="false" data-dominant-color="47777e" style="--dominant-color: #47777e;" /></picture> </div> <div class="card__content"> <p class="h4 card__title"> Auf die Kette gekriegt: Komplexe Supply-Chain Lösungen, unkompliziert vermittelt </p> </div> <div class="card__link-wrapper"> <a href="https://www.schalk-and-friends.de/projekte/supplyon/" class="card__link" aria-label="Siehe Arbeit"></a> </div> </div> </div> </div> <div class="card-container__footer"> <a href="/projekte/" class="link arrow-hover-wrapper card-container__link"> Alle Projekte <span class="arrow arrow--right"></span> </a> </div> </div> </div> </div> </div> </div> </div> </div> <div class="component-container component-container--margin-5 "> <div class="content-container"> <div class="column-container"> <div class="column"> <div class="spacer spacer--10" aria-hidden="true" data-twig="spacer"></div> </div> </div> </div> </div> <div class="component-container component-container--margin-5 "> <div class="content-container"> <div class="column-container"> <div class="column"> <span class="h2" data-twig="headings">Was schalk&friends<br>auszeichnet </span> </div> </div> </div> </div> <div class="component-container "> <div class="content-container"> <div class="column-container"> <div class="column"> <div class="slider-image-text-values"> <div class="h4"></div> <div class="slider-image-text-values__wrapper" data-component="04_organisms/SliderImageTextValues"> <div class="slider-image-text-values__slide"> <div class="slider-image-text-values__slide-container"> <div class="slider-image-text-values__slide-content"> <p class="h3" class="slider-image-text-values__headline">Kompetente<br>Beratung</p> <p class="slider-image-text-values__text">Umfassend, individuell, zertifiziert: Mit über 20 Jahren Digitalerfahrung sind wir die perfekten Begleiter:innen auf Ihrem Weg zur Digitalen Transformation.</p> </div> <div class="slider-image-text-values__slide-media icon__animation" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-kommunikationundMut" ><use xlink:href="#icon-kommunikationundMut"></use></svg></div> <div class="slider-image-text-values__slide-media icon__simple" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-kommunikationundMut" ><use xlink:href="#icon-kommunikationundMut"></use></svg></div> </div> </div> <div class="slider-image-text-values__slide"> <div class="slider-image-text-values__slide-container"> <div class="slider-image-text-values__slide-content"> <p class="h3" class="slider-image-text-values__headline">Individuelle<br>Lösung</p> <p class="slider-image-text-values__text">Jede Branche, jeder Markt, jede Herausforderung ist anders. Deshalb setzen wir auf wirkungsstarke Lösungen, die wir perfekt auf Prozesse, Menschen und Umfeld Ihres Unternehmens abstimmen.</p> </div> <div class="slider-image-text-values__slide-media icon__animation" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-persoenlicheEntwicklung" ><use xlink:href="#icon-persoenlicheEntwicklung"></use></svg></div> <div class="slider-image-text-values__slide-media icon__simple" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-persoenlicheEntwicklung" ><use xlink:href="#icon-persoenlicheEntwicklung"></use></svg></div> </div> </div> <div class="slider-image-text-values__slide"> <div class="slider-image-text-values__slide-container"> <div class="slider-image-text-values__slide-content"> <p class="h3" class="slider-image-text-values__headline">Intelligente<br>Datenmodelle</p> <p class="slider-image-text-values__text">Wer Daten zielführend strukturiert, schafft messbare Mehrwerte. Wir helfen Ihnen, eine leistungsstarke Datenstrategie auszuarbeiten, von der Ihr ganzes Unternehmen profitiert.</p> </div> <div class="slider-image-text-values__slide-media icon__animation" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-data-and-api" ><use xlink:href="#icon-data-and-api"></use></svg></div> <div class="slider-image-text-values__slide-media icon__simple" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-data-and-api" ><use xlink:href="#icon-data-and-api"></use></svg></div> </div> </div> <div class="slider-image-text-values__slide"> <div class="slider-image-text-values__slide-container"> <div class="slider-image-text-values__slide-content"> <p class="h3" class="slider-image-text-values__headline">Change-<br>Management</p> <p class="slider-image-text-values__text">Wir beraten und begleiten Ihr Projekt weit über die Implementierung hinaus – bis hin zum Faktor Mensch. Motivierende Coachings, Schulungen oder Auffrischungskurse sorgen dafür, dass sich Ihre Mitarbeiter in der neuen Software rundum wohlfühlen.</p> </div> <div class="slider-image-text-values__slide-media icon__animation" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-methods-roadmap" ><use xlink:href="#icon-methods-roadmap"></use></svg></div> <div class="slider-image-text-values__slide-media icon__simple" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-methods-roadmap" ><use xlink:href="#icon-methods-roadmap"></use></svg></div> </div> </div> <div class="slider-image-text-values__slide"> <div class="slider-image-text-values__slide-container"> <div class="slider-image-text-values__slide-content"> <p class="h3" class="slider-image-text-values__headline">Workflow-Automatisierung</p> <p class="slider-image-text-values__text">Wir analysieren und optimieren Unternehmensprozesse, um versteckte Potenziale ausfindig zu machen. Dabei hilft z.B. die konkrete Definierung von Verantwortlichkeiten und Abläufen.</p> </div> <div class="slider-image-text-values__slide-media icon__animation" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-implementierung" ><use xlink:href="#icon-implementierung"></use></svg></div> <div class="slider-image-text-values__slide-media icon__simple" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-implementierung" ><use xlink:href="#icon-implementierung"></use></svg></div> </div> </div> <div class="slider-image-text-values__slide"> <div class="slider-image-text-values__slide-container"> <div class="slider-image-text-values__slide-content"> <p class="h3" class="slider-image-text-values__headline">Omnichannel-Strategie</p> <p class="slider-image-text-values__text">Welche Kanäle sind für mein Unternehmen sinnvoll? Und welche nicht? Wie hängen einzelne Medien zusammen? Wie kann ich die Customer Journey zu einem überzeugenden Erlebnis machen? Als multidisziplinäre Agentur bieten Beratung für die verschiedensten Channels.</p> </div> <div class="slider-image-text-values__slide-media icon__animation" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-strategie" ><use xlink:href="#icon-strategie"></use></svg></div> <div class="slider-image-text-values__slide-media icon__simple" style="--scale-svg: 1;"><svg class="slider-image-text-values__svg icon icon-strategie" ><use xlink:href="#icon-strategie"></use></svg></div> </div> </div> </div> <div class="slide-arrow-wrapper"> <button class="slide-arrow slide-arrow--prev arrow-hover-wrapper" type="button" aria-label="Vorheriger"><span class="arrow arrow--left"></span></button> <button class="slide-arrow slide-arrow--next arrow-hover-wrapper" type="button" aria-label="Nächster"><span class="arrow arrow--right"></span></button> </div> </div> </div> </div> </div> </div> <div class="component-container component-container--margin-5 "> <div class="content-container"> <div class="column-container"> <div class="column"> <div class="headline-text-no-link" data-twig="headline-text-no-link"> <div class="headline-text-no-link__wrapper"> <div class="headline-text-no-link__element"> <h2 class="h2"> Noch Fragen? </h2> <p>Für die gängigsten Fragen gibt es hier unsere FAQs zum Thema Customer Experience Consulting. Für alle weiteren stehen wir Ihnen gern persönlich zur Verfügung!</p> </div> </div> </div> </div> </div> </div> </div> <div class="component-container "> <div class="content-container content-container--medium"> <div class="accordion" data-component="03_molecules/Accordion"> <div class="accordion__item"> <input type="checkbox" class="accordion__toggle visuallyhidden" id="rd-a9e321ee-79c5-4cb2-a7fa-51097c44a3c3" name="rd" aria-labelledby="rd-a9e321ee-79c5-4cb2-a7fa-51097c44a3c3" aria-controls="rd-a9e321ee-79c5-4cb2-a7fa-51097c44a3c3"> <label class="accordion__label" for="rd-a9e321ee-79c5-4cb2-a7fa-51097c44a3c3"> <h3 class="accordion__headline">Warum ist eine positive Customer Experience für das Wachstum meines Unternehmens wichtig?</h3> <span class="accordion__indicator"></span> </label> <div class="accordion__collapse"> <div class="accordion__content"> <p>Eine erstklassige Customer Experience sorgt dafür, dass Kund:innen wiederkommen. Sie führt außerdem zu positiver Mundpropaganda, einer differenzierten Positionierung in einem wettbewerbsintensiven Markt – und langfristig zu einem nachhaltigen Umsatzwachstum.</p> </div> </div> </div> <div class="accordion__item"> <input type="checkbox" class="accordion__toggle visuallyhidden" id="rd-2f36a805-9118-4cce-9cb2-dd47285cf213" name="rd" aria-labelledby="rd-2f36a805-9118-4cce-9cb2-dd47285cf213" aria-controls="rd-2f36a805-9118-4cce-9cb2-dd47285cf213"> <label class="accordion__label" for="rd-2f36a805-9118-4cce-9cb2-dd47285cf213"> <h3 class="accordion__headline">Was ist eine Customer Experience Software?</h3> <span class="accordion__indicator"></span> </label> <div class="accordion__collapse"> <div class="accordion__content"> <p>Eine Customer Experience Software oder <a href="https://www.schalk-and-friends.de/leistungen/cms/">Digital Experience Platform (DXP)</a> ist ein digitales Tool, das Unternehmen dabei hilft, die Interaktionen und Erlebnisse ihrer Kunden über verschiedene Touchpoints hinweg zu analysieren, zu verwalten und zu optimieren. Diese Software sammelt und wertet das Feedback und die Verhaltensdaten von Kund:innen aus, um Einblicke in deren Zufriedenheit und Markenbindung zu gewinnen. Sie bietet Funktionen wie Umfragen, Analysen und Berichte an. Diese ermöglichen es dem Unternehmen, gezielte Maßnahmen zur Verbesserung der Customer Experience zu ergreifen und so die Kundenbindung und -loyalität zu erhöhen.</p> </div> </div> </div> <div class="accordion__item"> <input type="checkbox" class="accordion__toggle visuallyhidden" id="rd-5b8807c5-ff5e-40e5-8fb5-f674018eadcb" name="rd" aria-labelledby="rd-5b8807c5-ff5e-40e5-8fb5-f674018eadcb" aria-controls="rd-5b8807c5-ff5e-40e5-8fb5-f674018eadcb"> <label class="accordion__label" for="rd-5b8807c5-ff5e-40e5-8fb5-f674018eadcb"> <h3 class="accordion__headline">Wie kann ich meine Kund:innen vom ersten Touchpoint bis zum Kundenbindungs-Programm monitoren?</h3> <span class="accordion__indicator"></span> </label> <div class="accordion__collapse"> <div class="accordion__content"> <p>Um User umfassend zu beobachten, ist es wichtig, eine ganzheitliche Customer Experience Strategy zu implementieren. Beginnen Sie damit, alle Interaktionen Ihrer Kund:innen mit Ihrem Unternehmen zu verfolgen und zu analysieren. Nutzen Sie dazu Customer Experience Software und Analyse-Tools, um Daten über die gesamte Customer Journey zu sammeln. Dabei sollten Sie sowohl quantitative als auch qualitative Daten erfassen, wie beispielsweise proaktives Feedback, das Klickverhalten auf Ihrer Website und Interaktionen in den sozialen Medien. Durch die kontinuierliche Überwachung und Analyse dieser Daten können Sie Einblicke gewinnen, Schwachstellen identifizieren und gezielte Maßnahmen ergreifen, um die Kundenerfahrung zu verbessern. Implementieren Sie personalisierte Kommunikation und Angebote, um die Markenbindung zu stärken und Kunden langfristig an Ihr Unternehmen zu binden.</p> </div> </div> </div> <div class="accordion__item"> <input type="checkbox" class="accordion__toggle visuallyhidden" id="rd-c40c77e8-1426-42f3-90c6-1ec3c2ef3842" name="rd" aria-labelledby="rd-c40c77e8-1426-42f3-90c6-1ec3c2ef3842" aria-controls="rd-c40c77e8-1426-42f3-90c6-1ec3c2ef3842"> <label class="accordion__label" for="rd-c40c77e8-1426-42f3-90c6-1ec3c2ef3842"> <h3 class="accordion__headline">Wie identifiziere ich meine Zielgruppe?</h3> <span class="accordion__indicator"></span> </label> <div class="accordion__collapse"> <div class="accordion__content"> <p>Legen Sie den Fokus auf das Verständnis Ihrer potenziellen Kund:innen. Beginnen Sie mit einer gründlichen Analyse des Marktes, um demografische Daten, Verhaltensweisen und Bedürfnisse zu erfassen. Hören Sie auf das Feedback Ihrer bestehenden Kund:innen, um Einblicke in ihre Motivationen und Anliegen zu erhalten. Nutzen Sie Techniken wie die Entwicklung von Personas und Marktforschung, um ein klareres Bild Ihrer Zielgruppe zu erhalten. Durch die Kombination dieser Ansätze können Sie Ihre Zielgruppe präzise identifizieren und gezielte Strategien entwickeln, um deren Bedürfnisse effektiv zu adressieren und so ein optimales Kauferlebnis zu schaffen.</p> </div> </div> </div> <div class="accordion__item"> <input type="checkbox" class="accordion__toggle visuallyhidden" id="rd-3f5a53a8-e804-4ec4-8f50-4b5e9734d799" name="rd" aria-labelledby="rd-3f5a53a8-e804-4ec4-8f50-4b5e9734d799" aria-controls="rd-3f5a53a8-e804-4ec4-8f50-4b5e9734d799"> <label class="accordion__label" for="rd-3f5a53a8-e804-4ec4-8f50-4b5e9734d799"> <h3 class="accordion__headline">Wie messe ich CX?</h3> <span class="accordion__indicator"></span> </label> <div class="accordion__collapse"> <div class="accordion__content"> <p>Bemühungen zu bewerten und kontinuierliche Verbesserungen vorzunehmen. Dazu können verschiedene Metriken und Methoden eingesetzt werden. Zu den wichtigsten gehören Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) und Customer Effort Score (CES). Sie messen die Zufriedenheit und Loyalität der Kund:innen. Darüber hinaus können qualitative Feedbacksammlungen – wie Umfragen, Interviews und Fokusgruppen –wertvolle Einblicke liefern. Analysieren Sie auch Interaktionen und das Verhalten Ihrer Kund:innen über verschiedene Kanäle hinweg, um das Gesamtbild Ihrer CX zu verstehen. Die kontinuierliche Überwachung und Analyse dieser Metriken ermöglicht es Ihnen, Schwachstellen zu identifizieren, Verbesserungsmöglichkeiten zu erkennen und eine herausragende Kundenerfahrung zu gewährleisten.</p> </div> </div> </div> <div class="accordion__item"> <input type="checkbox" class="accordion__toggle visuallyhidden" id="rd-90c78882-b2c3-4eeb-adfb-997f2364e3df" name="rd" aria-labelledby="rd-90c78882-b2c3-4eeb-adfb-997f2364e3df" aria-controls="rd-90c78882-b2c3-4eeb-adfb-997f2364e3df"> <label class="accordion__label" for="rd-90c78882-b2c3-4eeb-adfb-997f2364e3df"> <h3 class="accordion__headline">*Quellenangaben</h3> <span class="accordion__indicator"></span> </label> <div class="accordion__collapse"> <div class="accordion__content"> <p>Pineiro, F. A. (2023, Dezember 18). <em>20+ Customer Experience Statistics You Need to Know</em> | 2024. Startups.co.uk. Abgerufen am 6. August 2024, von <a href="https://startups.co.uk/phone-systems/customer-experience-statistics/">https://startups.co.uk/phone-systems/customer-experience-statistics/</a></p> <p>Gartner, Inc. (2014, September 29). <em>Gartner Survey Finds Importance of Customer Experience on the Rise — Marketing Is on the Hook </em>| 2024. Gartner, Inc. Abgerufen am 6. August 2024, von <a href="https://www.gartner.com/en/documents/2857722">https://www.gartner.com/en/documents/2857722</a></p> </div> </div> </div> </div> </div> </div> </div> </article> </main> </div> <div data-wpr-lazyrender="1" class="component-container component-container--indent component-container--bg-primary-dark component-container--margin-0" id="footer-contact"> <div class="content-container"> <div class="component-container--indent__wrapper"> <div class="teaser-contact"> <div class="teaser-contact__wrapper"> <div class="teaser-contact__content"> <p class="h2">Überzeugt?</p> <p>Dann lassen Sie uns reden: Vereinbaren Sie jetzt ein kostenloses und unverbindliches Kennenlerngespräch mit Florian Gmeinwieser.<br /> Wir freuen uns darauf, von Ihnen zu hören!</p> <div class="teaser-contact__button-container"> <a href="https://www.schalk-and-friends.de/kontakt/" class="button"> Kontakt aufnehmen </a> </div> </div> <div class="teaser-contact__media"> <div class="responsive 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Sie führt außerdem zu positiver Mundpropaganda, einer differenzierten Positionierung in einem wettbewerbsintensiven Markt – und langfristig zu einem nachhaltigen Umsatzwachstum.</p> " } } , { "@type": "Question", "name": "Was ist eine Customer Experience Software?", "acceptedAnswer": { "@type": "Answer", "text": " <p>Eine Customer Experience Software oder <a href="https://www.schalk-and-friends.de/leistungen/cms/">Digital Experience Platform (DXP)</a> ist ein digitales Tool, das Unternehmen dabei hilft, die Interaktionen und Erlebnisse ihrer Kunden über verschiedene Touchpoints hinweg zu analysieren, zu verwalten und zu optimieren. Diese Software sammelt und wertet das Feedback und die Verhaltensdaten von Kund:innen aus, um Einblicke in deren Zufriedenheit und Markenbindung zu gewinnen. Sie bietet Funktionen wie Umfragen, Analysen und Berichte an. 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Durch die kontinuierliche Überwachung und Analyse dieser Daten können Sie Einblicke gewinnen, Schwachstellen identifizieren und gezielte Maßnahmen ergreifen, um die Kundenerfahrung zu verbessern. Implementieren Sie personalisierte Kommunikation und Angebote, um die Markenbindung zu stärken und Kunden langfristig an Ihr Unternehmen zu binden.</p> " } } , { "@type": "Question", "name": "Wie identifiziere ich meine Zielgruppe?", "acceptedAnswer": { "@type": "Answer", "text": " <p>Legen Sie den Fokus auf das Verständnis Ihrer potenziellen Kund:innen. Beginnen Sie mit einer gründlichen Analyse des Marktes, um demografische Daten, Verhaltensweisen und Bedürfnisse zu erfassen. Hören Sie auf das Feedback Ihrer bestehenden Kund:innen, um Einblicke in ihre Motivationen und Anliegen zu erhalten. Nutzen Sie Techniken wie die Entwicklung von Personas und Marktforschung, um ein klareres Bild Ihrer Zielgruppe zu erhalten. 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