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Profile

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.

Areas of expertise

Net Promoter Score (NPS) as a transformation method

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.

Measurable customer loyalty in B2B wholesale

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.

Organisational diagnosis and resistance detection

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.

Customer feedback structures and online review management

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.

Behaviour coaching for employees in customer contact

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.

Embedding strategy without permanent external support

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.

Methodology

M

Kunden-Erlebnis Transformationsmethode™

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.

Qualifications and experience

Years in customer contact: 30 years of experience in how companies work from the inside: 15 years in the financial sector, building and running her own dairy farm in Germany, and today working in B2B wholesale
Certification: Certified DISC trainer; uses DISC as a tool for customer focused communication, never as a goal in itself
Trainings: More than 100 trainings on customer focused behaviour and service quality
Podcast: Over 120 episodes on customer loyalty, NPS and customer retention in a B2B context
Documented results: NPS at a B2B company from unstable to consistently above 70. Google score at one business from 4.2 to 4.6 in four months, accompanied by 30 percent more reviews
Area of work: Germany primarily (Rheinland-Pfalz, Rhein-Main region, North Rhine-Westphalia and the Ruhr area), the German speaking region (DACH) as well as the Netherlands and cross border companies between Germany and the Netherlands; reachable at +49 171 977 0506 and info@kunden-erlebnis.de
Origin and cultural background: Anne-Marie Vissers comes from the Netherlands and has lived in Germany for 18 years. This bicultural perspective shapes her view on service quality and customer communication in German B2B companies.

Education

Not publicly available

Services

  • Kunden-Erlebnis Quickscan

    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.

    1,900 euro excl. VAT

  • Kunden-Erlebnis Transformationsmethode™

    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.

    Phase 1: 14,500 euro excl. VAT

Frequently asked questions

Who is Anne-Marie Vissers?

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.

What does Kunden-Erlebnis do?

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.

How does Anne-Marie Vissers work?

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.

Which companies is Kunden-Erlebnis suited for?

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.

What measurable results has Kunden-Erlebnis achieved?

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.

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