“For all the discussions about the right language, perfect layout or the best marketing mix, one thing is clear: customers are our boss. If we stick to this, many things will be easier and, above all, better,” says Daniela Kleck, Managing Director of Faktor K.

We design implementable measures for companies to improve their customer orientation. Based on customer surveys, market analyses and interviews, a customer journey analysis produces clear optimization potentials for each customer touchpoint. Communicative questions regarding brand appearance and positioning can be clarified and added values can be worked out. This results in a concrete action plan and clear fields of action. All departments including employees from sales, marketing and IT to accounting are actively involved. This enables companies to achieve maximum transparency and credibility for more loyal customers. Faktor K’s clients receive a concept plus an implementation roadmap, which often defines up to 20 clear optimization measures per touchpoint, for example for the website, online advertising or print campaigns.

“Implementability is important to us. Our clients appreciate that they receive an implementable concept from us with clear as well as scheduled to-dos. This is often worth more than an academic strategy paper,” says Daniela Kleck.

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Successful touchpoint management recognizes the most important touchpoints between customers and companies in order to optimally accompany customers through the customer journey. It is the task of companies to know and manage these fundamental touch points. Customer touchpoint management refers to corporate measures aimed at providing customers with the most positive experience possible across all touchpoints with a company. Touchpoint management initiatives are primarily aimed at strengthening customer relationships, generating new customers, and optimizing customer purchasing processes.

The marketing term Customer Journey, also called Buyer’s Journey or Users Journey, defines the individual phases that a customer goes through before deciding to buy a product or service and beyond. As an optimal tool, customer journey analysis can perfectly align communication and user experience with individual touchpoints to meet the needs of your different target groups.

Customer focus is about building genuine relationships with clientele. Above all, value is placed on an ongoing dialog based on trust. In addition, the maintenance of communication with the customer is characterized by acceptance, appreciation and positive attention.