1. Customer Experience – The Sails of Your Company
After the calm comes the breeze: are you ready to hoist your sales?

2. Prepare for the coming upturn and get your sails ready: avoid
your competition’s mistakes and focus on your customers
Use the opportunity to shine You can’t afford bad experiences Customer insights are key
While your competition plays dead and Customers repay bad experiences and To offer your customers a great
focuses on cost cutting rather than on stop being your customers. They are - experience, you need to know who
customer experience, you have a great now more then ever - sensitive to value they are: what they want, what’s
opportunity to stand out. and good experiences for their hard important to them and how they feel
earned money. about your company.
What do you do to increase your chances of being a winner of the
crisis?
Stimmt AG | Customer Experience: The Sails of Your Company

3. We help you understand your customers
so you can make the right decisions
We won‘t just find out what your
customers do, but why.
With the right insights you make
better decisions
You will get insight into... Then, you can...
...the kind of experiences your customers have. ...cut costs without hurting customer experience
...which experiences your customers actually pay for ...make targeted investments in customer experience
...what delights your customers ...enlarge your customer base with different
experience qualities at different prices
...what troubles them
...align marketing and fulfilment with desired customer
experience
Understand your customers. Outperform your competition.
Stimmt AG | Customer Experience: The Sails of Your Company
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4. With sound methodology we deliver answers beyond the obvious
Context Methods
Touch point (Depth) Interviews
Customers
Observation
Customer Journey
Channel Process Mystery Shopping
tailoring
Expert Evaluation
Introspection
Service Product
Your business defines the setup and the Together we define the proper approach to
questions to be answered. gain the insights you need.
Deliverables
Evaluation of hypothesis
Answers to specific questions
Customer Insights
Customer Experience Chain
Experience segmentation
Quick fixes/delights
Stimmt AG | Customer Experience: The Sails of Your Company
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5. Customer Insight Projects can be very focused and quick or
extensive and in depth - depending on your information need
Now + (as little as)
4 weeks
Setup Study Evaluation Presentation
 Define goals of study and  Structured recording  Translate data to  Presentation of results to
specific questions of customer suitable format interested stakeholders in your
 Define tailored study design experience on site (annotation, transcripts, company
 Produce study material …)
 Intermediate Review  Workshop and discussion of
(questionnaires, interview
 Analyse data results and impact on company
guidelines, coding methods..)
 Scheduling  Interpret data
 Recruiting of participants
 Write presentation
 Briefing of affected employees (if
required)
 Define code of conduct for
Stimmt staff
Figure: Generic project flow
Some project examples
 Quick customer experience gap analysis for one touch point -> 25K CHF
 In depth analysis of point of sale touch point -> 50k CHF
 In depth analysis of one process including various channels -> 75K CHF
Do you want to know more? Helmut Kazmaier
Let’s talk! +41 562 10 23
Stimmt AG | Customer Experience: The Sails of Your Company
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