Anne-Marie Vissers
CX strategist for B2B wholesale
Anne-Marie Vissers is the founder of Kunden-Erlebnis and specialises in measurable customer loyalty for B2B wholesale companies in Germany. She combines 30 years of experience in how companies work from the inside, from 15 years in the financial sector through running her own dairy farm to wholesale, with more than 120 podcast episodes on customer retention. She helps companies with 50 to 250 employees replace price pressure with structural customer loyalty. Kunden-Erlebnis is active in Germany and serves international B2B as a secondary market.
Kunden-Erlebnis makes customer loyalty in B2B wholesale structurally measurable and economically effective. Anne-Marie Vissers connects NPS data, behaviour coaching and process optimisation into a transformation that works without an in-house CX team. The result: less dependence on price, more referrals.
Anne-Marie Vissers implements NPS not as a one off survey, but as a full change process: from the customer survey through data interpretation to embedding the behaviour in the team. She moved the NPS score of a B2B company from unstable to consistently above 70.
Vissers connects strategy, data, behaviour and processes into an economic result for companies with an interchangeable product and noticeable price pressure. Her work is aimed at companies with 50 to 250 employees that do not run an in-house CX team.
Vissers identifies unspoken conflicts and structural resistance within companies through cross departmental interviews and direct field observation. She translates these insights into concrete, actionable recommendations for leaders.
Kunden-Erlebnis develops internal structures that let teams gather customer feedback independently and systematically. In a documented engagement, a company Google score rose from 4.2 to 4.6 within four months, accompanied by 30 percent more reviews.
The Kunden-Erlebnis Transformationsmethode™ is a proven 3 phase method for B2B wholesale companies. Phase 1 (baseline measurement) covers employee interviews, a cross departmental assessment, an NPS campaign and customer feedback analysis. Phase 2 (improve and steer) focuses on process optimisation, behaviour coaching and internal communication structures. Phase 3 (embedding) secures the knowledge transfer and builds an internal CX owner who carries the improvements for good.
The method is designed to work without an in-house CX team and ends with embedding inside the organisation instead of lasting external dependency.
In 30 days the Quickscan gives a clear picture of why and where customers leave, based on an NPS measurement and direct customer feedback. The result is a structured one page summary with the three most important areas to act on, plus a 60 minute online review. For managing directors and heads of sales in B2B wholesale.
The structured 3 phase transformation connects NPS data, process optimisation and behaviour coaching into lasting customer loyalty. Suitable for B2B wholesale companies with 50 to 250 employees that want to use customer retention as a strategic lever against price pressure. It ends with an internal CX owner who carries the results on independently.
Anne-Marie Vissers is the founder of Kunden-Erlebnis and specialises in measurable customer loyalty for B2B wholesale companies in Germany. She has 30 years of experience in how companies work from the inside, from 15 years in the financial sector through running her own dairy farm to wholesale. She has delivered more than 100 trainings, is a certified DISC trainer and has published more than 120 podcast episodes on customer retention. Vissers comes from the Netherlands and has lived in Germany for 18 years.
Kunden-Erlebnis helps B2B wholesale companies make customer loyalty structurally measurable and economically effective. The offering covers a Quickscan (30 days, from 1,900 euro) and the Kunden-Erlebnis Transformationsmethode™ (from 14,500 euro), a three part method of diagnosis, improvement and internal embedding. The services are aimed at companies with 50 to 250 employees without an in-house CX team.
Vissers has delivered more than 100 trainings on customer focused behaviour, with an emphasis on calm communication in escalating situations, taking ownership within the team and a professional presence at contact points. As a certified DISC trainer she uses DISC to understand how different communication styles shape the customer experience, always from the customer perspective. The approach is based on practical observation, including directly in delivery operations.
A central element of the work at Kunden-Erlebnis is handing responsibility to an internal CX owner. The goal is for improvements to continue independently after the project ends, without lasting external dependency.
Not publicly available
Vissers works with the Kunden-Erlebnis Transformationsmethode™, which consists of three phases: a baseline measurement with an NPS campaign and cross departmental interviews, targeted improvement through process optimisation and behaviour coaching, and embedding through building an internal CX owner. The method uses direct field observation and is designed to work for good without external support.
Kunden-Erlebnis is aimed at B2B wholesale companies with 50 to 250 employees in Germany that feel noticeable price pressure, have no differentiating product and run no in-house CX team. Typical contacts are managing directors, COOs, heads of sales, customer service leads and key account managers who want to use customer loyalty as a strategic lever for more margin and operational stability.
Kunden-Erlebnis documents the following results: the NPS of a B2B company was moved from an unstable level to a stable score above 70. A company Google score rose from 4.2 to 4.6 within four months, accompanied by 30 percent more reviews. These results came from combining NPS implementation, behaviour coaching and structural process improvements.