Digital customer experience

Digital Customer Management is evolving exponentially - companies need to understand and continuously align with new customer needs!

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Digital Customer Experience

Digital Customer Experience

Using digital technologies to increase revenue

Digitalization is leading to increased customer expectations in all industries. To remain competitive, companies must personalize interactions with their existing and future customers. A real competitive advantage can come from being proactive and anticipating customer needs before they are expressed. Only satisfied customers will make recommendations. Positive customer experiences lead to increased referral rates.

As part of our Digital Customer Experience (DCX) service offering, we identify strategies and define the appropriate maturity level for your company. Our experience shows us that a holistic approach is needed here - from strategy to systems. 

We derive areas of potential from the customer journey and develop concrete recommendations for action to leverage these potentials.  We help you to optimize the sales of your digital products and services, as well as use targeted methods and tools to measure success and further develop your service offering in terms of customer centricity.

Consulting services Digital Customer Experience

Holistic understanding of the digital customer experience

How do I set up a customer-centric strategy?

Your challenges

  • Profitability is stagnating despite high investments in sales and marketing. There are difficulties in meeting customers' needs and expectations and in achieving a differentiating positioning in the market.
  • Incoming orders are declining, and market preferences are changing. The company runs the risk of losing market share in the long term if it does not respond better to its customers' needs.
  • Declining customer satisfaction leads to customer attrition among existing customers and can have a negative impact on a company's image.

UNITY solution approach  

  • Take a holistic view of the customer experience, considering all aspects - from brand to product to service and price positioning.
  • Create an understanding of the digital customer journey, customer perceptions, and customer needs by gathering customer feedback and conducting market and trend analyses.
  • Derive and implement measures to optimize the customer experience.
Make customer interaction intuitive and personalized

How do I best understand my customers? 

Your challenges

  • The channels through which customers interact with your company have changed due to new digital technologies.
  • A standardized way of addressing customers is no longer enough, because customers expect personalized interactions.
  • A more competitive environment has made sustainable customer engagement essential.

UNITY solution approach

  • Conduct a comprehensive customer analysis, in particular, an analysis of customer segments, define personas and the customer journey, and identify digital touchpoints, taking customer feedback into account
  • Design digital touchpoints, such as websites and mobile applications, according to the needs of customers to increase customer loyalty and business success
Utilize new technologies for market success

How can I market and sell my digital products? 

Your challenges

  • The speed at which trends in digital sales are changing is challenging and you lack an overview of the existing technologies and platforms that are suitable for you.
  • The evaluation and performance of new channels that current and future customers use to learn about and buy digital products and services is complex and difficult to predict.

UNITY solution approach

  • Identify market trends and determine your company's level of technological maturity
  • Select the technologies and platforms suitable for your company to improve its online presence
  • Optimize product and service offerings through the appropriate digital channels, taking into account customer needs and consumption patterns
Measure, analyze and benefit from customer feedback

How should I respond to customer feedback?  

Your challenges

  • Although your company collects feedback from customers to understand their needs and expectations, you struggle to turn the insights into concrete actions.
  • Your company is striving to establish a key performance indicator (KPI) to measure customer satisfaction that can be applied to all of your national subsidiaries. However, the question arises as to which specific KPIs are suitable for mapping the customer's perspective and thus ensure a conclusive measurement of customer satisfaction.

Read more about Customer Satisfaction

UNITY solution approach

  • Identify the key drivers of customer loyalty and satisfaction and assess appropriate KPIs for your organization.
  • Implement a framework to effectively leverage customer feedback, prioritize areas of improvement, and targeted implementation
  • Build a powerful CRM system to better understand customers, build personalized interactions, and ultimately increase customer satisfaction and sales efficiency 
  • Define a strategy for your customer relationship management (CRM) and build a high-performance CRM system to better understand customers, develop personalized interactions, and ultimately increase customer satisfaction and sales efficiency
  • Develop a strategy for analyzing and implementing customer feedback using proven best practices.

Read more about CRM

Use digital technologies to reach and retain customers

How do I most effectively use digital technologies to improve customer loyalty?

Your challenges

  • The relevance of the use of digital technologies has increased enormously as seen in all of the past and current crises. This is shown by numerous projects and studies (e.g., Lünendonk 2022: The Market for Digital Experience Service in Germany).
  • Digital technologies offer your company the opportunity to better present complex products to target groups through visual technologies (AR, VR, Metaverse), but also to collaborate with them more efficiently and create transparency.
  • You have initial ideas for cross-selling and upselling smart products and services. However, you lack a sound strategic approach.

UNITY solution approach

  • Define strategies to digitally engage and connect with customers, and improve the digital customer experience in B2B and B2C
  • Identify new revenue sources through cross- and upselling potentials

Request now: Your starting point for successful digital customer experience management!

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Make an appointment with our experts

Depending on the topic, we provide you with the right experts. Select your preferred date from our calendar and discuss your concerns with our experts by phone or via Microsoft Teams without any obligation. We look forward to getting to know you!

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Project stories Digital Customer Experience

Increased Profit Margin in the Spare Parts Business Through Price Management

Profit margin increase of 10% in spare parts business

The German mechanical engineering sector is growing predominantly in the service business. WALDRICH COBURG has recognized this relevant key success factor and has expanded its spare parts business through a systematic price management strategy. UNITY led this project to success, from conception to worldwide implementation. In the conceptual phase, a global, marketdriven pricing model was developed and the price management process was defined. WALDRICH COBURG also benefited from the fact that the interchange between the relevant departments was fostered. At the same time, transparency was created regarding the relevant levers for improving the spare parts margin. The jointly developed governance model has enabled the internationally operating organization to introduce and continuously adapt the new pricing system. During the implementation phase, the IT systems were optimized together with the IT department of WALDRICH COBURG. Product and price data were adjusted so that the new pricing model could be implemented in all related processes, e.g., in the preparation of quotations. With this process, functions were also established to drive forward the digitalization of pricing. The expert support in communicating with customers enabled WALDRICH COBURG to further develop its internal organization to provide a better customer experience. Finally, the new price management model was systematically rolled out globally. By measuring defined key performance indicators, the management team has always had clear transparency about the effect of the pricing measures. Just a few months into the program, WALDRICH COBURG recorded a significant margin increase of 10 % in its spare parts business.

Support from conception to implementation

Profit margin increased in spare parts business by 10%

Active expansion of the service business initiated

“UNITY supported us in the conception and the implementation of our new, global price management strategy on site in our international markets through its high level of technical expertise and experience in change management. Together, we succeeded in significantly increasing the profit margin in our spare parts business. A key success factor was UNITY’s systematic approach.“

Thorsten Steinle

Head of Global Customer Care | Member of the Management Board

WALDRICH COBURG Services GmbH

“UNITY was the best consultancy that I have worked with so far. Through the trust-based collaboration with the consulting team, we received optimal support in terms of expert knowledge, impulses and experience. We will continue to use UNITY‘s structural approach to constantly improve our results.“

Julia Menz

Customer Care Pricing & Process Management

WALDRICH COBURG Services GmbH

Your Contact

Dr. Verena Joachim

Senior Manager, Team Leader

Paderborn, Germany
Contact us
Waldrich Coburg

Customers about Digital Customer Experience with UNITY

“With UNITY’s know-how and methodical guidance, we have taken an important step forward to achieving our ambitious growth targets. The consulting services for ‘Best Customer Experience’ provide us a target picture, clarity about the potentials as well as the levers for our customer interactions.”

Heiner Faust

Managing Director

Würth International

“UNITY has introduced a disruptive innovation with us in the market for industrial sewing machines. In doing so, UNITY has been particularly effective in helping us break new ground in terms of the digitalization of our product and how we approach customers."

Thomas Brinkhoff

Director of Marketing

Dürkopp Adler Group

“UNITY has supported us in the digital transformation of our business model. We appreciate the deep understanding of our company and the impulses from UNITY that take us forward in implementing a digital customer journey.”

Andreas Kellermann

Head of eBusiness

thyssenkrupp Schulte GmbH

"UNITY supported us on-site at our sales companies in both the conception and the implementation of our new, global price management strategy with a high level of technical expertise and experience in change management. Together, we succeeded in significantly increasing the profit share of the spare parts business. A key success factor was UNITY's systematic approach."

Thorsten Steinle

Chief Customer Officer, Member of the Management Board

WALDRICH COBURG GmbH

Insights zum Thema Digital Customer Experience

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Your contacts for Digital Customer Experience

Dr. Dominik Fischer

Head of Strategy & Innovation

Paderborn, Germany
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Matthias Söllner

Senior Manager

Munich, Germany
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MBS Prof. Dr. Hans H. Jung

Principal

Munich, Germany
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Magnus Meier

Partner, Business Area Team Lead

Munich/Stuttgart, Germany
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Viviane Zimmermann

Partner, Business Area Lead

Munich/Stuttgart, Germany
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Related links

Customer Satisfaction and Recommendations
Innovation Management
Business Models
Digital ROI
Customer Touchpoints