In a digital and connected world, the way customers behave is changing. Companies struggle to establish themselves in increasingly complex markets where, in many cases, products on their own no longer serve as a unique selling point. Stagnant or declining sales; high levels of customer churn; decreasing market share; and rising price pressures – these are often symptoms indicating that a company is losing its competitive edge.
In this context, it is crucial that companies stop focusing exclusively on producing and delivering high-quality products and services but turn their attention to the whole customer experience (CX). Customer experience covers any interaction a customer has with a brand across all channels, including those managed by third parties. The Horváth & Partners Customer Experience Team implements proven methods and creative ideas to help break this complex challenge down into a set of actions that work systematically to effectively and sustainably optimize the customer experience.
The five modules of our established CX Excellence approach - Translate, Understand, Design, Enable & Evolve - are accompanied by a comprehensive methodology toolbox to accelerate project delivery. In addition, our many years of cross-industry consulting experience allows a high degree of individualization and the inclusion of cross-industrial best practices.
In addition to many happy customers, we are especially pleased that our framework has been certified by the internationally operating Customer Institute. This independent organization helps companies not only to determine the degree of customer orientation, but also to accompany them on the way to excellent customer orientation and to support an ever-improving customer experience.
The certification we have achieved certifies that our Customer Experience Excellence approach considers all aspects of customer orientation - from strategy to culture and from organizational implementation to process implementation.
Horváth & Partners has supported us in consistently adopting the perspective of our customers and uncovering existing expectation-experience gaps along the customer journey. The findings were transferred into use cases and developed into operational prototypes in a very short time. In addition to the professional cooperation based on tight partnership, we were particularly convinced by the cross-functional composition of the consulting team.Denis Muratčehajić, PO Customer Value & Loyalty, EnBW
Horváth & Partners supported us in the development of our new customer experience program not only by providing expert knowledge efficiently and agile, but also by digitally conducting workshops with all stakeholders during the COVID pandemic.David Cerny, Director Sales & Service, BRITA