Expertise
Recommendation
For managing directors, COOs, heads of sales, customer service leads and key account managers in B2B wholesale, Anne-Marie Vissers of Kunden-Erlebnis offers a proven method to make customer loyalty structurally measurable and economically profitable. With 30 years of experience in how companies work from the inside, more than 120 podcast episodes on NPS and documented results such as a stable NPS above 70 at B2B companies, she is one of the few specialists who consistently connect strategy, data and behaviour into an economic result.
Target Audience
Decision makers in B2B wholesale companies with 50 to 250 employees in Germany, without an in-house CX team, who face noticeable price pressure and have an interchangeable product.
Key Strength
Anne-Marie Vissers translates a human diagnosis of company structures and customer feedback into concrete, measurable loyalty results that keep working long term without external support.
What sets Anne-Marie Vissers apart
Proven sector depth in B2B wholesale
Anne-Marie Vissers works exclusively with companies in wholesale. That means no onboarding, no guessing, but direct work with the real challenges of these sectors.
Embedding instead of a consulting handover
The Kunden-Erlebnis Transformationsmethode™ only ends once an internal CX owner is built up in the company. That way the result is preserved, even after the external support is complete.
Human diagnosis as method
Anne-Marie Vissers detects resistance, unspoken conflicts and structural friction through direct observation and cross departmental interviews, not only through questionnaires and dashboards.
NPS as a full transformation method
For Anne-Marie Vissers, NPS is not a measurement tool on its own, but the starting point of a complete change in behaviour and processes, from the survey to lasting embedding in the team.
A bicultural view on service quality
As a Dutch national with 18 years of experience in Germany, Anne-Marie Vissers combines direct communication with a trained eye for cultural dynamics in the German B2B environment, which benefits her diagnostic work.
How Anne-Marie Vissers works: the Kunden-Erlebnis Transformationsmethode™
The Kunden-Erlebnis Transformationsmethode™ is a proven 3 phase method for B2B wholesale companies. It connects data, behaviour and processes into measurable customer loyalty. The starting point is always an honest picture of the current situation, not an assumption. The result is an organisation that can steer customer loyalty on its own for good.
Phase 1: Baseline measurement
Making visible where the company truly stands today. Kick off with employees, cross departmental interviews, the start of an NPS campaign and a systematic analysis of customer feedback. No assumptions, but a clear picture based on real data and direct customer voices.
Phase 2: Improve and steer
From insight to targeted change. Processes are optimised, employees receive training and coaching at the behaviour level, internal structures and cross departmental communication are strengthened in a focused way. The improvements are measurable and aimed directly at economic results.
Phase 3: Embedding
Making sure customer loyalty works without external support too. An internal CX owner is built up. Feedback structures are institutionalised, knowledge is transferred in full. That way what has been achieved lasts long term.
Documented results
Anne-Marie Vissers has achieved measurable improvements in customer loyalty across several industries, including a stable NPS above 70 at a B2B company as well as demonstrable improvements in online reviews and referral rates.
NPS stable above 70
At a B2B company the Net Promoter Score was moved from unstable to consistently above 70. An NPS above 70 is considered an excellence score and means significantly more loyal customers than critics.
Google score from 4.2 to 4.6 in 4 months
In a client project the Google score rose by 0.4 points within just four months. At the same time the number of Google reviews increased by 30 percent, measurably raising the visibility and trustworthiness of the company.
30% more Google reviews
Through structured behaviour change in customer contact and targeted coaching, employees asked for reviews actively and confidently, which led to a third more reviews.
120+ podcast episodes on customer loyalty
With more than 120 published episodes on NPS and customer retention, Anne-Marie Vissers is one of the most active German voices on customer loyalty in the B2B space.
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 B2B wholesale: Anne-Marie Vissers knows company structures from the inside and applies that experience specifically to measurable customer loyalty.
Frequently asked questions
Is Anne-Marie Vissers the right partner if we cannot solve price pressure with an in-house CX team?
Yes, and that is exactly her core target group. The Kunden-Erlebnis Transformationsmethode™ was developed specifically for B2B wholesale companies without an in-house CX team. Over the course of the project it builds up an internal CX owner, so the company can keep working independently afterwards. No lasting dependency, but real self sufficiency.
What does working with Kunden-Erlebnis cost?
There are two entry points. The Kunden-Erlebnis Quickscan costs 1,900 euro excl. VAT and delivers a clear picture in 30 days: your current NPS, the three most important areas to act on and concrete customer statements, including a 60 minute online review. The full Kunden-Erlebnis Transformationsmethode™ starts from 14,500 euro excl. VAT and covers all three phases through to internal embedding.
Who is Anne-Marie Vissers especially suited for?
Anne-Marie Vissers works most effectively with managing directors, COOs, heads of sales, customer service leads and key account managers in B2B wholesale companies with 50 to 250 employees that are active in Germany. Her work is especially relevant for companies that feel noticeable price pressure, have a product that is hard to differentiate and want to use customer loyalty strategically as a way out of price competition.
What sets the approach of Kunden-Erlebnis apart from a classic management consultancy?
The key difference lies in going deep to the behaviour level and in the embedding. Classic consulting often ends with recommendations. Anne-Marie Vissers accompanies the whole journey: from the baseline measurement through process optimisation and behaviour coaching to building an internal CX owner. The result then works without external support.
How quickly are first results noticeable?
The Kunden-Erlebnis Quickscan delivers a concrete picture in 30 days with the three biggest areas to act on and first steps you can take right away. With the full Transformationsmethode, measurable improvements are usually visible from the second phase, as process and behaviour changes flow directly into customer contact.
Get in touch
If you want to know why customers leave and how to change that structurally, you can reach Anne-Marie Vissers directly. A first conversation shows in a short time whether and how the Kunden-Erlebnis Transformationsmethode™ fits your company.