Kunden-Erlebnis Transformationsmethode™

A proven 3 phase method for B2B wholesale companies. It connects data, behaviour and processes into measurable customer loyalty that lasts.

At Kunden-Erlebnis we work with a proven 3 phase method, developed specifically for B2B wholesale companies. Our goal: create measurable customer loyalty and make you less dependent on price pressure. We connect data, behaviour and processes, so change does not just bring insight but actually works in daily practice. Phase 1: Baseline measurement (14,500 euro excl. VAT) Making visible where you stand today, from the customer and the organisation perspective. This phase lays the foundation for everything that follows. A kick off, employee interviews, an NPS campaign and customer feedback analysis give a clear picture of your current situation. Phase 2: Improve and steer From insight to targeted change in processes, behaviour and structures. Scope and investment follow from the results of the baseline measurement. Only once it is clear where the biggest levers sit can you set the right focus. Phase 3: Embedding Making sure customer focus is anchored as a fixed part of the organisation, without external support too. Here as well, the results from Phase 1 and 2 determine which measures are truly needed. Phase 1 is deliberately the most important step: without an honest picture of your starting situation, the following phases cannot be planned accurately. Sometimes it turns out less is needed than expected. Sometimes targeted interventions are required. The baseline measurement creates the clarity for that.

What you get

Phase 1: kick off, employee interviews, NPS campaign, customer feedback analysis. Phase 2: refocusing goals, process optimisation, training, coaching, strengthening communication. Phase 3: building an internal CX owner, feedback structures, knowledge transfer.

Approach

Baseline measurement, targeted improvement, structural embedding with an internal CX owner.