Successful
Transformation

Helping companies gain a deeper understanding of their customers and converting insights into successful strategies for applied customer-centricity, effective market positioning and successful service transformation

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Forum DLM: Smart Services

This year's DLM Forum brought together 80 representatives from international companies from various industries and the scientific community to discuss the challenges and opportunities of "smart" services.

Study: Transformation and customer centricity

Survey in the Basel region on company transformation and the role of customer insights.

Manfred Bruhn in the #BeyondCXM Podcast about Customer Dominant Logic

Time for a comprehensive change of perspective in marketing logic: Away from the Goods and Service Dominant Logic, towards the Customer Dominant Logic.

What Nirvana has to do with artificial intelligence

Light and shadow, strong and weak AI and what this has to do with Nirvana - presentation by Mareike Ahlers on the use of AI in service management.

Launch of the Swiss Digital Trust Label

Today was the launch of the Digital Trust Label. The world's first label of its kind that brings trust, transparency and simplicity back to the digital world. We are proud to have accompanied the Swiss Digital Initiative over the last two years in the development of the Digital Trust Label.

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Taking customer­centricity
to the very top

What is the common denominator among our diverse portfolio of projects? Their consistent customer logic orientation. We know that strategies are more successful when you reach customers in their own environment, offering them products and services that genuinely add value. The same holds true for an overarching company strategy as it does for marketing or customer retention strategies.

The definitive combination of customer insight, our strategic expertise, and deep understanding of operational behavior gives us the tools we need to build strategies that prove successful in the marketplace and measurably move organizations forward.

Service Business Development

Convincing service strategies are the bedrock of a successful business model. We help our customers identify the key success drivers within their service business and guide them through the entire process of service transformation. From developing a service vision and designing an affordable service portfolio to integrating service orientation into the organizational culture.

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Brand Development

Many brands are beautiful, but only a few are strong. We develop marketing strategies that reach and delight customers within their own ecosystem; marketing strategies that clearly differentiate themselves from those of the competition; and marketing strategies that can be executed with authenticity. In delivering on brand promises, we ensure that customers experience the brand values throughout their journey and that the entire organization and its culture are aligned with these values.

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Customer
Dominant Logic

We consistently maintain a customer-centric perspective. Following the principles of Customer Dominant Logic, we go beyond the classic concepts of customer focus.

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