We provide information about macro trends as well as market developments and customer expectations. We assess the importance of different product and service components and analyse marketing activities in terms of their differentiation potential and contribution to success.

Which developments are emerging in the market and what opportunities do they offer?

We analyse the attractiveness of markets and discuss likely changes over the next few years. We identify cross-segment and segment-specific customer expectations.

How important are different product and service components for potential customers?

We assess which components of products and services are essential and which ones are only 'nice to have'. This information provides clear guidelines for the development and marketing of tomorrow's range.

How successful are marketing activities?

Organisations can combine their portfolio, prices, communication, distribution etc. in various ways. We analyse which combinations successfully contribute to differentiation and market success.

We provide information about the perception of your brand on the market: Which meaning is attributed to the brand, how intense is the emotional bond and how strong is it compared to competitors?

What does the brand stand for?

We identify which attributes, benefit propositions, values, emotions, users and usage situations are attributed to the brand - which ones are unique and which are replaceable.

How close is the relationship between the brand and its stakeholders?

We determine the relationship quality between brands and customers, partners or employees. We analyse sympathy, trust and willingness to recommend and identify the most effective levers to strengthen the relationship.

What value does the brand have?

Strong brands attract - they are chosen more often and achieve higher prices. We identify the value of brands and show the most effective driver combinations to strengthen your brand.

We provide information about particularly positive or negative experiences with your company: Which touchpoints do (not) matter, how are they evaluated and where is room for improvement?

Which experiences do customers have along their customer journey?

We clarify which touchpoints (e.g. information search, usage, interaction with employees) are particularly important in the industry. Hence, we develop customer experience maps to facilitate an internal understanding of the customer journey.

Where are crucial experiences in the customer journey?

We analyse for individual touchpoints (or entire journeys) where particularly positive or negative experiences happen. This can be used to derive concrete measures to improve or enhance strengths.


How can the customer journey be optimized?

Organizations face personal, organizational or financial limits in designing and optimizing different touchpoints. We help to assess possible consequences of touchpoint adaptations on brand strength and satisfaction.