Customer Moments

Do you really know who your customers are and what they want?

Our customer insights experts focus on identifying and optimizing the moments of truth across the customer journey. We strive to offer an effortless experience to your customers in order to foster sustainable loyalty. Instead of making assumptions about who your customers are, what they want and what will generate value for your business, we help you reveal the true power of your customer data. 

Getting to know your customer better is a prerequisite for any successful digital transformation. Find out how customer moments contribute to creating effortless experiences.

Advanced insight & activation

With the right insights, you can move from static, assumption-based activities to dynamic and relevant data-driven marketing and sales engagement.

Voice of the customer

Start listening closely to your customers’ needs. Use their real behavior and preferences to create customer experiences that are easy and seamless, thus fostering sustainable customer loyalty.

Persona definition

We combine data and persona mapping to bring customer segments to life without losing track of growth opportunities and revenue potential. It’s about focus and alignment of priorities.

Customer journeys

Given the complexity of customer interactions today, customer journeys are visual maps that help you identify pain points across the buyer journey. We focus on ensuring simplicity and seamless experiences.

Loyalty and ambassadorship

An effortless experience encourages long-term customer loyalty. Putting the customer first requires more than sending out a few special offers, however. We combine data and marketing activation to forge lasting emotional links between your business and your customers, enabling you to become a ’love brand’.

blog

3 misconceptions about 'lot size' one

With the rise of e-commerce, manufacturers are feeling the hot breath of customers in their neck who expect them to deliver highly customized products very quickly. This not only applies to the B2C segment, but also to B2B suppliers. Most Sales & Marketing departments are big fans of this individualized service approach, but for Supply Chain it can sometimes feel like a nightmare. However, expanding the product portfolio with customer-unique products – so-called ‘lot size one’ products – doesn’t have to radically change the supply chain operation. In order to demonstrate that, I want to invalidate some misconceptions which are currently labeled as truth by a large part of the market.
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Adieu, Big Brother. Here are the new privacy rules:

Privacy remains a hot topic. Are there any boundaries to our privacy in an era where social media rules? How should we handle the personal data provided by employees, customers or suppliers? Can we freely ask our customers to provide their data for marketing purposes? Are your employees entitled to request your HR department for a deletion of some personal data?

The new General Data Protection Regulation (GDPR) answers all of these questions.
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Are augmented reality and virtual reality more than just a gimmick?

In today’s digital era, mobile and web apps took the business center stage. Through a variety of apps, business users have relevant information literally at their fingertips, any time, any place, anywhere. More recently, augmented reality (AR) and virtual reality (VR) have also presented themselves as alternative ways of accessing information easily – but will these technologies become as mainstream as apps are today? I believe they will. Although they currently mainly evoke images of youngsters chasing Pokémon or women gaining inspiration in virtual fitting rooms, both technologies hold great promise in a B2B context as well.
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Beacons meet Hybris Marketing. Match made in heaven?

During my internship at delaware, my main project was to investigate the integration of beacon technology with SAP Hybris Marketing. Since the 1702 update of SAP Hybris Marketing, it had become possible to import beacon data in SAP Hybris Marketing. But how does it do that and where is the added value?

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