Services

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.

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.

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.

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 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.

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.

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.

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.

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 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 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 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.

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 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.

This section is concerned with the evaluation of studies already carried out, statistics available online or offline and information on specific tasks.

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 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.

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.

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.

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.