About Kunden-Erlebnis
Kunden-Erlebnis makes customer loyalty in B2B wholesale structurally measurable and lastingly profitable.
Kunden-Erlebnis makes customer loyalty in B2B wholesale structurally measurable and lastingly profitable.
Most B2B companies do not lose customers because of price. They lose them because no one knows exactly why.
Sales promises something, logistics is not aware of it. An order passes through four desks before it is confirmed. A customer has a short term payment issue, and suddenly a loyal account turns into a problem case.
Everyone does their job. But no one sees the whole. That costs more energy than necessary, and eventually a customer, without anyone understanding why they left.
That is exactly what we make visible. Not as theory. As a clear diagnosis of where things get stuck, what it costs and what has to change. And then we make sure it really changes.
Because customers are not lost in the meeting room. I am Anne-Marie Vissers, originally from the Netherlands and at home in Germany for 18 years. I worked for 15 years in the financial sector and built and ran a dairy farm together with my husband here in Germany. So I know a company not only from the consulting side, but from the inside, as someone who has carried responsibility herself. One realisation runs through all those years: Unfriendliness is rarely a problem of the people. It is almost always the symptom of poor structures. Over time it became clear to me that companies do not fail for lack of commitment, but because no one ever looked closely at where customers break off contact. So I went and looked. I ride along with the drivers, stand in the warehouse, talk to inside sales and name what no one says out loud. I have run more than 100 trainings, produced 120 podcast episodes and helped B2B companies lift their NPS above 70 for good. Not from behind a desk. Today I work exclusively with B2B companies in wholesale. That is where the leverage is greatest. An interchangeable product, real price pressure and at the same time enormous potential to grow through loyalty, without renegotiating the price every single time. Presentations do not lie. But daily reality corrects them. That is exactly where I work.
Most customer satisfaction initiatives do not fail for lack of ideas, they fail because once the project ends, no one is responsible anymore. The Kunden-Erlebnis Transformationsmethode™ is designed as a complete 3 phase transformation: from an honest baseline through concrete behaviour change to lasting internal embedding. Not a final report that sits on a shelf. Instead a company that keeps working on its own after the engagement, with an internal CX owner, working feedback structures and a team that understands why customer loyalty contributes to the margin.
Kick off with employees, cross departmental interviews, launching an NPS campaign and analysing customer feedback systematically. This phase creates an honest starting point, without sugar coating and without assumptions.
Processes are optimised, behaviour is developed through training and coaching, internal communication and structures are strengthened. Every measure is aimed directly at the findings from Phase 1, no scattergun approach.
Building an internal CX owner, anchoring feedback structures in daily work and a full knowledge transfer. The result: a company that steers and measures customer loyalty on its own.
15 years in the financial sector, building and running her own dairy farm together with her husband in Germany, and today working in B2B wholesale, from the managing director to the shop floor. That experience from the inside makes the view on company structures sharper and more open minded.
Anne-Marie Vissers uses DISC as a tool to understand how different communication styles shape the customer experience, always from the customer perspective, never as a goal in itself.
Through the structured transformation, a B2B company stabilised its NPS and brought it to a score above 70, a result based on embedded behaviour, not on a single campaign.
For another client the Google score rose by 0.4 points within four months, accompanied by 30 percent more incoming reviews through consistently activating the team.
More than 120 produced episodes make Kunden-Erlebnis one of the most consistent German language sources of knowledge on NPS, customer retention and customer experience in B2B companies.
Trainings across different industries and company sizes, always with the goal of not just transferring knowledge, but changing behaviour for good.
Originally from the Netherlands, living in Germany for 18 years, this combination creates a culturally sharpened view on service quality that is direct without being rude.
Customer loyalty is not a soft topic. It is measurable, manageable and economically effective. Every step at Kunden-Erlebnis begins with a clear baseline measurement, and ends with changes you can follow in the numbers. Only what is visible can be improved for good.
A workshop rarely changes anything for good. That is why the goal of every engagement is for the company to function on its own at the end: with an internal CX owner, embedded feedback structures and a team that understands the difference.
Coming from two cultures means having learned when direct communication helps and when it hurts. At Kunden-Erlebnis, what is visible gets said clearly, even when it is uncomfortable. But always with the goal of moving forward, not of shaming.
Insights do not arise in the meeting room. They arise in the truck on the delivery route, on the phone with the dispatcher, in conversation with the field rep who feels price pressure every day. That closeness to practice is not a style, it is method.
If you feel your company deserves more loyalty than it is getting right now, let us talk about it. Not with a presentation, but with an honest conversation about where you stand and what would be structurally possible. It takes 30 minutes and costs nothing but openness.