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Dynamic market and competitive conditions, as well as the constantly changing consumer behavior of consumers, shape companies significantly and sustainably.
New media, technologies and buying habits make it increasingly difficult, but also more important than ever, to look at customers holistically. A clear differentiation from the competition due to the homogeneity of products and services offers, as well as increasing market transparency, is inevitable. The connection between the online and offline worlds is also increasingly in the foreground due to rising digitization.
The more technical our macrocosm becomes, the more digital the communication, the greater the consumer’s longing for human contact.
Companies face the challenge of linking functional product properties with highly emotional experiences and properties.The critical and strategically oriented examination of the topic "Customer Experience Management" offers the opportunity to use the multifaceted wealth of the customers, to identify purchasing motives and to design the value chain in such a way that they reach the target group emotionally. MSM Group's Experience Research service helps companies’ identify customer brand experiences across all relevant points of contact to quantify and strategically align them. The measurement of multiple customer contact points for your company is becoming increasingly important.
The rediscovery of customer centricity as a fundamental market and customer orientation and the mapping of the customer journey in individual contact points form the foundation of customer experience management.
Independent market studies document a very different picture of customer centricity from the corporate and customer perspectives. MSM Customer Experience Research helps to close this gap and make customer relationships more positive. This ranges from the analysis of selected touch points to the holistic view of the customer journey.
So you can optimize your marketing mix and increase the performance of individual touch points.
Our expert team compiles your own personal service offer, exactly fitted to your objectives.