CUSTOMER AT THE CENTER
CUSTOMER AT THE CENTER
Long-term success for companies now hinges on exceptional customer experience and a strong focus on customer centricity.
After a presentation on these two crucial concepts for enhancing customer experience, a senior manager approached me. “The customer-centricity idea sounds good, but I believe it’s just another business trend.”
Let me share my perspective: If you want to truly amaze your customers, a customer-oriented mindset and a customer-centric approach must be at the core of your strategy. This goes far beyond simply producing and marketing a product or service. Instead, you need to align your entire organization and its processes to meet customer needs, deliver value, and ideally exceed their expectations.
"Success comes from making others successful—not just in theory, but in practice as well.”
PROJECTS
Customer centricity
Workshop on “Customer-centric problem solving” using the design thinking approach; design and implementation of a company-wide “Eniwa Sales Day”.
Stephan Koch
Head of Sales /
Member of the Executive Board
Eniwa
Member of the Executive Board
Eniwa
Customer centricity
Impulse workshop as part of a marketing conference on the topic of “customer amazement” with concrete measures for implementation.
Augustin Mettler
President
DIE SCHWEIZER BRENNER
DIE SCHWEIZER BRENNER
Customer centricity
Conception and implementation of workshops and presentations on the topic of “customer amazement”; support with implementation in everyday life.
Michel Bronner
CEO and Founder
A-Plus
A-Plus
Customer centricity
Consulting services on strategic core topics of customer centricity; methodical and didactic support for the implementation of the mission statement in everyday life.
Frédéric Füssenich
CEO
Rigi Bahnen AG
Rigi Bahnen AG
Customer centricity
Training on the topic of friendliness and complaint management; concrete measures for implementation in everyday life.
Sonja Breitler
Head of Human Resources
Natur- und Tierpark Goldau
Natur- und Tierpark Goldau
Customer centricity
Support for the technical set-up for conducting virtual customer meetings; training in personal presentation skills for virtual meetings.
Patrick Trachsel
Managing Director
Nobel Pharma
Nobel Pharma
Customer centricity
Conception, planning and implementation of an employee- and customer-centered innovation process around services, product and guest experience.
Eugen Cantieni
Head of Products and Services
Rhaetian Railway
Rhaetian Railway
Customer centricity
Support for the technical set-up for conducting webinars for customers; training in methodological and didactic principles as well as personal presentation skills for virtual customer events.
Selina Keller
Head of Marketing
OPO Oeschger AG
OPO Oeschger AG
Customer centricity
Workshop for all employees on the topic of “customer amazement” with concrete measures for implementation in everyday life.
Marcel Hinderer
Host
Hotel Villa Honegg
Hotel Villa Honegg
Customer centricity
Conception of an interactive module for over 300 participants in the form of a “World Café”; training of internal moderators in a train-the-trainer approach.
Michaela Matzneter
former Head of Marketing
ACP
ACP
Customer centricity
Conception and implementation of a comprehensive program to position and present internal key personnel as experts and brand ambassadors.
Tanja Zimmermann
former Director Marketing & Communication
Germany/Austria/Switzerland and CEE Region BNY Mellon
Germany/Austria/Switzerland and CEE Region BNY Mellon
"Success comes from making others successful—not just in theory, but in practice as well.”
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