Our services empower you to recognize what customers want, how they experience your company and what adjustments you can implement to win more customers and to maximize brand loyalty for long-term sales and to establish long-term relationships and maximum profitability.

You will learn about the position of your company relative to other market competitors and how to re-align your business operations to improve your strategic position quickly and sustainably.

Through our surveys and analyses, you will be able to identify gaps in the organisation processes, in order to sell better, not only satisfying customers, but inspiring them.

Our services are divided into the following areas:

Consulting & Conception


Market Research & Analysis


Implementation & Optimization

Consulting & Conception

Our consulting services include strategic advice on all aspects regarding customer experience, customer relationship management and conceptual advice on the implementation of all measures to improve the quality of customer contacts and marketing strategies.

The most important topics are:

The focus in this area is on increasing sales. Possible starting points are, for example, investigations into pricing aspects, reviews of customer satisfaction, NPS, probability of repurchase and probability of recommendation, analysis of non-buyers and optimisation of the sales orientation of employees.
Benchmarking studies aim to determine the relative position of the company in relation to its competitors or the relative position of organizational units in an internal comparison. In many cases, relevant fields of action can be derived from this, with which the own organization can be optimized with regard to achievable benchmarks.
Business intelligence
Professional competitive intelligence supports the management with a multitude of relevant control information on the competitive behaviour with regard to price, product and placement. concertare Global CX Experts regularly carry out programmes for continuous competitive intelligence in many industries.
Customer Experience
A detailed and precise customer experience description with relevant customer journeys is the basis for higher customer satisfaction, willingness to buy again and willingness to recommend. The development of the perfect customer experience for your company is the focus of all concertare Global CX Experts activities.
Customers and other stakeholders expect sustainable and socially responsible management from companies. concertare supports companies in the implementation of a corresponding strategy and the implementation of corresponding standards and processes.
Customer Journey
The Customer Journey maps all customer contact points (touchpoints) where a customer comes into contact with the company. This can be at the level of the manufacturer, the brand or the sales partner. In many industries, customer journeys are no longer sequential, but modular with a large number of alternating contact points. concertare Global CX Experts specialise in analysing customer journeys at various levels of an organisation and provides sound advice on how to adapt the customer journey to the specific situation of the company with regard to the customer.
Customer Loyality
Customer loyalty occurs when customers have a good customer experience in their interaction with the company. Customer loyalty can be strengthened with special tools and mechanisms, including innovative engagement programs. concertare Global CX Experts can advise on the selection and use of suitable instruments.
Digitization offers a variety of possibilities for optimizing processes, also in customer relationship management. concertare Global CX Experts assist in the development and implementation of a digitization strategy that supports the overall goals of the best possible customer experience and customer centricity.
Customer Acquisition and Retention
Measures for customer acquisition and customer retention are the core of all activities in customer relationship management. Thanks to projects in almost all industries, concertare Global CX Experts have a broad range of know-how on all relevant and possible measures and can provide concrete and well-founded recommendations for selection and implementation for every company situation.
Winning back Customers
No company succeeds in retaining all its customers. concertare Global CX Experts assist in analysing the reasons for customer churn and developing concrete measures to efficiently win back valuable customers. In addition, customer win-back programmes can be used to derive measures for the prevention of cancellations, with which the rate of lost customers can be reduced in the long term.
Customer Focus
A customer centricity approach the consistent orientation of all processes towards the customer. In many cases, processes in a company today are still more business-oriented than customer-oriented. concertare Global CX Experts support the development of a strategy and the implementation measures derived from it, with which processes can be optimised during operation and focused on the customer.
Employee Development
One focus of our work is the systematic and continuous development of employees in customer contact. In the past years we have evaluated several 10,000 employees in customer contact and developed them further with various measures on an individual level. The focus is usually on topics such as customer orientation, service orientation, sales orientation. Through individual feedback and training measures based on this feedback, employees are enabled to better exploit their potential.
Employee Satisfaction
Satisfied employees are an important component for positive customer experiences and high customer satisfaction. Employee surveys are used to evaluate the topics of employee satisfaction and employee loyalty. From the analysis of these surveys, concrete fields of action can be derived with which employee satisfaction and employee loyalty can be strengthened in a targeted manner.
Mystery Shopping
Mystery research methods are an important instrument for evaluating customer experiences on a process level. For this purpose, carefully trained test customers evaluate real situations in sales or service. With mystery research/mystery shopping procedures all contact channels can be measured and developed.
Quality in Customer Contact
The focus of all concertare Global CX Experts programmes is the systematic, continuous and sustainable development of quality in customer contact, especially the development of employees who interact with customers.
Pricing Strategy/Pricing
The correct pricing for different products and customer segments is a central element for sales success. concertare Global CX Experts provide support with instruments such as competitive intelligence, transaction price analyses or price elasticity analyses.
Touch Point Analyses
Touch point analyses look at single or multiple customer contact points in the customer journey. Usually, the focus is on the quality of the employees’ interaction with the customers and/or the quality of the customer experience with the process-related procedures in the respective company. The results of such analyses are concrete starting points for increasing customer satisfaction or making processes more efficient and customer-friendly at the same time.
Sales Promotions
concertare Global CX Experts support you in checking and analysing how sales promotion measures are actually implemented by distribution partners or which sales promotion measures are used by competitors.
Competition Analysis
The competitive analysis comprises the systematic and comprehensive analysis of selected competitors with the aim of determining strengths and weaknesses in order to be able to derive fields of optimization for your own company. concertare Global CX Experts support this process with selected methods for monitoring external and internal competitive processes.
Target group analysis
In many industries, traditional customer segmentation is no longer sufficient to fully exploit customer potential. Combining customer surveys and other analysis and methodologies , concertare Global CX Experts determine a more performance-based profiling and targeting.

Market research & analysis

Mystery research / test methods

The term mystery research refers to all surveys in which an individual posing as a customer secretly evaluates predefined criteria in an authentic interaction without any employees being made aware of the test situation during the measurement period.

Information collected during mystery research evaluations is mostly used to train employees on how to better optimize customer experience, satisfaction, orientation, service and overall quality of each employee’s interaction with customers. The goals of these programs are to improve the customer’s satisfaction with the company by utilizing the data derived from the results of the measurements, in particular through checking compliance with standards, competence, quality of advice, training success and emotional factors that have a high influence on customer satisfaction and purchase decisions.

Specialized forms of mystery research focus in particular on the collection of prices before and after a price negotiation, as well as the comparative evaluation of data from market competitors.

The most important instruments in mystery research are:

Mystery Shopping
In Mystery Shopping, carefully and project-specifically trained test customers evaluate a variety of factors in direct physical interaction with an employee. In addition, such tests also evaluate other criteria that influence customer satisfaction, such as cleanliness and order. Typical test elements are, for example, approach/signage, impression outside, impression inside, parking situation, reception, initial contact, needs analysis, product presentation, inventory, cleanliness, order, employee behaviour, competence, product demonstration, final orientation, overall impression, follow-up.
Mystery Calls
Mystery calls are used to measure the quality of telephone interaction. Typical test elements are, for example, availability, greetings, naming, professional competence, commitment, service orientation, active listening, and closing orientation.
Mystery E-Mails
Mystery E-Mails are used to measure the quality of written interaction in e-mail traffic. Typical test elements are, for example, accessibility, response speed, address, personalisation, response to enquiry, mention of name, professional competence, thanks, quality of content, focus on the conclusion, formal standards.
Mystery Guesting
Mystery Guests evaluate interactions from the customer’s point of view in the hotel, restaurant and system catering sector
Mystery Guesting primarily evaluates information that serves personnel development. Development measures focus on topics such as customer service, customer enthusiasm, customer satisfaction, customer orientation, service quality, compliance with specifications, sales orientation, etc.
Typical test elements are, for example, scheduling, booking, signage, parking space situation, external impression, internal impression, reception, initial contact, allocation of table or room, cleanliness, order in various areas, employee behaviour, competence, final orientation, overall impression.
Tests for Protection of Minors
Tests for the protection of minors serve to check whether the regulations of the Protection of Minors Acts are being observed. The focus is on the goods or services regulated in the protection of minors, in particular alcohol, tobacco products and gambling.
Typical test elements are, for example, age checks, references to the protection of minors statutes and refusal to sell goods if proof of age is missing.
Observations are used to assess processes, such as how many transactions are completed in a certain period of time, how many customers, for example, were offered a certain product or service, and the like.
Transaction Price Studies
Transaction price studies collect actual prices charged for products or services. Such price studies can be carried out in your own organisation or in competitor organisations. They provide valuable information for the pricing strategy and price optimization of the own products.
Competitor Monitoring / Business Intelligence
In this area, information is collected for defined market participants, for example on sales promotions, offer argumentation, discount behaviour, service level etc.

A comprehensive competitive intelligence generates a large amount of control information that can be used to optimize customer journey and customer experience in your own company.


Surveys serve to obtain information regarding expectations, satisfaction and the general perception of your company by existing or potential customers and partners.

Surveys of customers or partners are typically used to generate data on specific needs, the perceptions and overall satisfaction of products and services, brand awareness and the associated subjective impression of a company and its brand, and distinguishing features which differentiate the company from the competition.

Employee surveys focus on the expectations and satisfaction of employees on topics such as leadership skills, goals, further education, corporate communication, work processes, customer focus, CSR, etc.

Surveys of customers, employees and sales partners provide companies with important information about what is expected from the company and how satisfied they are with the company’s services. The findings can be used to take targeted control measures. Regular surveys enable the recognition of changes and a targeted follow-up of implemented measures.

The following survey methods are used for surveys:

  • In writing (paper & pencil)
  • Online
  • By telephone
  • Face to face (paper & pencil or CAPI)

Employee surveys are usually only conducted in writing or online.

Customer survey
Customer surveys are aimed at existing or former customers. The aim is to generate information on expectations, satisfaction and perception of one’s own company or products/services.
Employee survey
Employee surveys are aimed at existing employees of the own company. They serve to gain information and a picture of the mood, expectations and satisfaction of employees in areas such as corporate image, corporate goals, leadership skills, departmental goals, further training, corporate communication, work processes, customer orientation, CSR.
Partner survey
Such surveys are aimed at existing, former or potential partners in sales, service or logistics. The aim is to generate information about expectations and satisfaction in the cooperation.
Non-customer survey /Lost Sales Analysis
Non-customer surveys are a method for obtaining information from exclusively potential customers regarding their expectations, satisfaction and perception of a company. As far as potential buyers are interviewed who have already been in interaction with the company, the reasons for a non-purchase can be evaluated. In the course of such surveys, a large number of still open potential sales opportunities are usually discovered, which are fed back to the commissioning organizations.

Other methods of market research

In the field of market research, we offer all methodologies that can be used to analyse the relationship between customers and the company.

The most frequently used methods are:

Desk research
This section is concerned with the evaluation of studies already carried out, statistics available online or offline and information on specific tasks.
Focus Groups
Focus groups are used to obtain qualitative information from existing or potential customers for predefined topics.

The classic focus group is a face-to-face event.

Alternatively, we offer the organisation online, whereby the test persons are connected in a moderated chat room.

For many tasks, however, online focus groups can be used without any quality restrictions compared to stationary focus groups, in many cases even with qualitative advantages, because far more test persons can be integrated for the same budget.

Price Analyses
Price analyses include covert and overt surveys with the aim of evaluating which prices and/or discounts a customer receives on defined products or services.

In particular, information is collected on how and what prices are displayed, whether price negotiations are possible and what discounts are given. The findings are used to analyse the behaviour of the company’s own and competitors’ salespeople and to develop optimisation measures based on this information.

Panel Research
Customer panels are a web-based method for obtaining information from existing customers regarding changing topics.

Customer panels can be used to gather information on the possible design of products and services, experiences with specific business transactions, competitive assessment, etc.

Social Media Analysis
This area includes tests in which a trained tester initiates a communication with the employee entrusted by the company, in which a scenario typical for the medium is depicted. The quality of the communication is checked according to predefined criteria.

Social media analysis can be used to collect information that serves to develop quality in the respective special contact channels (Facebook, Twitter, Xing, complaint platforms, etc.). The focus is on topics such as speed of response, response to content, tonality. The results of these analyses can be used to optimise customer satisfaction, customer-oriented behaviour, customer service and service quality in these communication channels.

Typical test elements are, for example, availability, greetings, speed of response, responsiveness to requests, tone, compliance with company policies.

Quality monitoring

A quality monitoring usually comprises a continuous measurement of quality parameters in a defined range.

The main instruments used are:

Audits are used to check undisguised to what extent agreed standards are being met. Audits can take place on site by means of a walk-through, but also at Central by evaluating documents from an audit in a corporate unit.
Audit Services
With our international team of experts who are living and acting on site, we can ensure that agreed standards and processes are compliant and therefore being audited. In doing so, we provide support in an advisory capacity and in the implementation of necessary or sensible measures for optimization.

The most important topics here are:

Regularity audits

It is ensured that processes, requirements and guidelines comply with the agreed and required standards.

CSR and Sustainability

The topics of sustainability and social responsibility play an increasingly important role both in society and in companies. In addition, the upcoming supply chain requirements will place new demands for a large number of companies in order to continue to operate in compliance with the law.
The associated social, ecological and economic challenges require company-specific strategies for corporate social responsibility and sustainability activities.
These affect a variety of a company's value chains, including upstream procurement processes.
With our international network of specialized experts, we support the analysis, design, implementation and assurance of processes, standards and supply chains.

Auditing and Documentation

All measures to ensure compliance with agreed standards are prepared accordingly and available in an online reporting IT tool, so that all activities can be tracked and documented transparently and in an audit-proof manner.

Consulting and Implementation

We provide recommendations regarding necessary and reasonable measures under the aspects of feasibility and economic efficiency and support in all phases of implementation with global and local expertise.

Customer Contact Analysis
The customer contact analysis includes the evaluation and analysis of recorded interactions between employees and customers. These can be phone calls, chats or written communication.

The findings are used for employee development in the respective area. The focus of the development measures is mainly on the topics of friendliness, professional competence, needs analysis, quality of advice, closing behaviour and sales orientation. These measures serve to optimise customer satisfaction, customer orientation, customer service and service quality.

Typical test elements include greetings, naming names, professional competence, commitment, service orientation, active listening and closing orientation.

Product Tests
Product tests are a proven method in market research. As pre-tests or post-tests they can be used at all stages of product development.

In these tests, selected consumers test the properties of products that have just been developed by looking at them, by using them or consuming them, or they judge products according to individual product attributes such as packaging, name or price. The information obtained in this process reduces the risk during market launch or helps to further develop the product.

Process Analyses
Process analyses are concerned with measuring the functionality and efficiency of processes, both with and without interaction between employee and customer. Typical instruments for process analysis include feedback management analysis, audits, call monitoring, data protection analysis, key figure analysis, lead management controlling, touchpoint analysis, usability analysis
Silent Monitoring
With Silent Monitoring, specially trained employees connect unrecognized to real customer calls in the Customer Service Center and analyze the course of the call according to predefined criteria.

The findings are used for employee development in the respective area. The development measures focus primarily on the topics of friendliness, professional competence, needs analysis, quality of advice, closing behaviour and sales orientation. These measures serve to optimise customer satisfaction, customer orientation, customer service and service quality.

Typical test elements include greetings, naming names, professional competence, commitment, service orientation, active listening and closing orientation.

Implementation & Optimization

As a full-service institute, we offer active support in the implementation of optimization measures in addition to consulting and execution. This includes the following areas in particular:

Software-supported system solutions

Key Figure Systems
In order to be able to use control information efficiently, it is necessary to prepare it as appropriately as possible for the respective user group. concertare Global CX Experts use a variety of different methods to present results in tabular or graphic form, to provide interpretation aids and to enable users of this data to access the desired information quickly and easily. The data is provided, for example, in company-specific balanced score cards, online cockpit and dashboard tools and specially created database solutions. KPI controlling is also possible, as is the integration of data from other sources.
Online based Data Collection Systems
concertare Global CX Experts offer a self-developed system with which research projects worldwide can be carried out completely digitally. Possible options are online surveys, the planning of field research or the establishment of customer panels. The system supports project management and enables complete online reporting with the display of benchmark data and the possibility to analyse, print or forward all results online ad hoc.
Action management
concertare Global CX Experts offer a range of system-supported options for the development, communication and tracking of measures. In the simplest variant, measured criteria, associated measures, planned implementation date and responsible supervisors can be stored. All data can be aggregated for the stored levels of the organization and, with a comprehensive role and rights concept, can be made accessible only to authorized employees. In addition, it is possible to store best-practice measure catalogues, which make the know-how available in the company available to all authorized employees or partners.
Employee development

Beyond the possibilities of initiating and promoting the individual development of employees through individual and prompt feedback on measured performance, concertare Global CX Experts supports the individual development of employees with classical methods of personnel development:

  • Education
  • Training
  • Coaching
  • E-Learning
  • Train The Trainer

Whatever power you need:

together with you, we develop company-specific solutions to support your goals. Please contact us.