Client Story: NetCologne

Customer behaviour is changing: consumers are better informed than ever before and expectations of products and interactions are constantly changing. Today, purchasing decisions are increasingly characterised by customer experiences. What counts is the special experience that the company offers at all touchpoints. In this environment, companies are finding it increasingly difficult to attract, retain and build customer loyalty.

The customer experience (CX) is therefore often decisive for long-term market success. Customers expect a standardised, seamless purchasing process and not just a suitable marketing approach.

For NetCologne, a large regional telecommunications provider with more than 400,000 customers in the Rhineland, we have systematically identified key drivers of customer satisfaction with our customer experience management approach, thereby laying the foundation for growth through loyal customer relationships.

Based on our customer experience assessment, we first determined the current situation with the company's internal stakeholders. These results were then further refined and validated with the external customer perspective using qualitative and quantitative feedback methods on the customer experience. This allowed us to find out which interactions along the customer journey were perceived as more or less satisfactory by customers. As a result, NetCologne gained valuable insights into the quality of its customer journey and was able to optimise customer processes, products and communication with its customers in a targeted manner.

In addition, a customer experience dashboard was developed for NetCologne with our support: It continuously provides the relevant key performance indicators and thus makes the customer experience measurable and controllable. The introduction of a cross-divisional team for customer experience transformation also ensures that the organisation thinks and acts in a more customer-centric way in the long term.

Our experts will advise you on the path to customer centricity and the integration of innovation in customer experiences. We will show you what is important for excellent customer experiences.