Customer Experience

Impress and inspire the customer with the customer experience

Today's customers have discerning and sophisticated tastes: They obtain extensive information before a purchase, and primarily use the Internet to obtain this information. They exchange their experiences with others. And they expect that a company is accessible at any time – and on their preferred channel. At the same time, the massive choice of products and possibilities, and the mass of information and messages and subtexts, complicate each individual customer decision. It is becoming increasingly difficult for the customer to filter out what is really important. Reducing the complexity is therefore a key objective. Customers are looking for an offer which is tailored precisely to their needs. And they are looking for an individual and holistic customer experience – via all available offline and online channels.

Focus on the customer

New opportunities open up for companies who manage to link all established and future-oriented interaction opportunities along the customer journey and to align the "Omni Channel" to the customer. However, to date this has rarely been the reality. Instead customer journeys are stopped or interrupted time and again – the result is tainted.

In order to change this, the focus must be on the customer with his needs, and business processes, organization, and IT systems must be based on the customer. Prerequisite: The companies need to get to know each individual customer precisely and understand his wishes and requirements. An individual customer experience which impresses and inspires the customer can be created with this knowledge.

MHP is therefore the right partner:

  • MHP developed a procedure which can be used to promote and model the entire customer journey
  • MHP uses analysis procedures such as Cognitive Computing or Predictive Analytics, in order to develop in-depth understanding for the customer
  • MHP systematically transfers the knowledge to the customer journey and the customer insights, in order to optimally align each touchpoint to the needs of the customer – thus creating an excellent customer experience

Your contact

Dr. Markus Kirchler

Partner

Tel.: +49 151 20301194
eMail: markus.kirchler(at)mhp.com