Companies that focus on their customers and inspire them throughout the entire customer journey benefit from increased customer loyalty and additional sales. To achieve this, companies have to optimize the customer experience through personalized communication, sales and service solutions.
Campana & Schott supports companies in all areas of customer experience management, in order to raise the experience of their customers to a new, inspiring level - a key factor in buying decisions and advantage over the competition.
Our services range from the analysis of current touchpoints with your customers through the step-by-step implementation of all planned measures, all the way to an accompanying management of change.
Throughout the course of the customer journey, we do not only identify individual additional services for the customer, but also draw on a systematic approach, in order to give the customer a personalized experience. With innovative technology, agile processes and organizational structures, we achieve a new added value for your brand and customers.
Assessment of touchpoints
Together, we develop a vision for a new customer experience management as a basis for our future cooperation. We analyze the current customer contact points and existing data base. This results in a detailed customer journey map.
Definition of skills
We help you to define the necessary skills to achieve the ideal conditions for a personalized customer experience. This could include, for example, consistent data management, dynamic pricing or personalized communication with customers across all channels.
Cost & benefit analysis
In the business cases framework, we determine the costs and revenues that can be achieved by personalizing individual products and services. We also support you by coordinating internally with all stakeholders involved in your company.
Project & program management
We conduct and prioritize concrete projects to introduce and implement the customer experience management. This creates a target-oriented road map and defines quick wins. We support you in controlling your company with measuring methods and KPIs throughout the entire project.
Businesses need to have flexible and agile policies to lead their customers through an inspiring customer journey. The personalization of communication, service and sales is based on professional project management, intelligent technologies and viable initiatives for digitization.
Managing digital transformation projects
The digital transformation is changing business models and processes as well as types of collaboration on a fundamental level. We integrate our support to you – from strategic conceptualization of the support and management of digitization initiatives, all the way to management of change.
Due to an increase in the use of modern technologies, marketing departments are currently seeing a strong change in customer’s buying behaviors. This provides huge opportunities for companies which rely on a rigorous multichannel strategy, implement the right technologies and redesign marketing functions! We support your marketing team and help them to implement innovative, customer-orientated multichannel solutions.
Implementing IT modernisations
Successful customer experience management always has an impact on the IT landscape of a company. We assist you with this process using tailored modernisation concepts that range from IT strategies for implementation, to the establishment of new systems
"Lufthansa is on its way to becoming a five-star airline. The company's main focus is on the customer, whose expectations and behavior patterns have undergone a marked change in recent years. In order to reach our objectives and take advantage of the possibilities offered by the new technologies, we have initiated a number of large-scale programs and searched for partners who can help us to manage these challenges."
Dr. Roland Schütz | EVP and CIO Lufthansa Group Airlines and Digital Initiatives | Lufthansa Group