Case studies

Idea

A pure B2B bathroom specialist partners with retail expert Tanja Boss to develop a pilot concept for a showroom experience (without sales!) designed specifically for end consumers.

Objective

To support sanitary trade professionals in planning their customers’ dream bathrooms. At the same time, to strengthen customer loyalty within the trade through a new brand experience for private consumers.

Approach

A new, inspiring showroom experience. This redesigned spatial experience triggers change – internally as well. The team gains new freedom: less sales scripting, more room for empathy, customer communication, and real understanding.

In other words: instead of technical jargon for professionals, service WOW for private customers. Moving away from pipe-diameter talk toward dream bathroom WOW. Sounds simple – but it isn’t.

The journey begins with a keynote by Sabine Hübner for all employees across Germany, followed by a leadership workshop. Relevant skills are then deepened through a modular forwardservice training program over six months. The content is embedded and sustained through internal multipliers.

Impact

Today, visitors at the pilot location encounter a professional team eager to understand the needs of private customers and to create an atmosphere that sparks excitement for the dream bathroom.

The overall performance has been recognized twice:
“Brand Experience of the Year” and “Brand Strategy – B2C 2025.”

Idea

For the first time, the five-year strategy of a leading insurance group places empathy as a core pillar and seeks a strong partner for implementation.

Objective

To put the customer and their individual situation at the center. To noticeably increase empathy in the customer experience – across phone, written, and in-person interactions – and to raise the NPS score to above 8. At the same time, collaboration within teams in a mobile working environment is to be strengthened – from claims adjusters and internal and field sales to specialized psychological support services. Individual and measurable.

Approach

A 16-month empathy initiative for approximately 1,000 employees and leaders in the Claims division. The program is rolled out department by department and continuously adapted to specific roles and responsibilities.

A dedicated leadership tool translates the seemingly “soft” topic of empathy into a concrete, actionable element of corporate strategy.

Selected elements of the roadmap:

• Co-creation of the program with a project team from operational departments, including custom learning videos filmed by selected employees within the organization
• Train-the-trainer programs for selected employees
• A combination of monthly welearning team trainings – delivered internally by multipliers – and our FLUX impulses, creating a well-designed mix of individual reflection and team spirit
• Regular, structured communication with all leaders and multipliers
• Integration of a tailored empathy training into the internal onboarding process
• Dynamic expansion of the core program with targeted in-person trainings for selected teams, deepening content and adding modules to address current business challenges

Impact

What began as a 16-month initiative for individuals has evolved into a four-year journey for the entire Claims division – a true success story for empathy within the traditionally factual insurance industry.

The NPS score increased measurably, and this success can be directly attributed to the empathy initiative. At the same time, leaders and multipliers benefit from clear structures and impulses they can apply in their daily work – well beyond the initial 16 months. The program strengthens collaboration and cross-functional networking. Other business units have since adopted the program, turning strategic intent into lived practice.

Idea

The Swiss department store chain Coop City strengthens the in-store customer experience as a key differentiator in a highly competitive retail environment. A strong service mindset and high-quality advice on the shop floor make the difference – creating a Customer WOW! Experience that measurably delights customers.

Objective

Increasing customer focus

Approach

A program that positively influences the quality of customer interactions through a motivating employee experience – embedding a strong customer spirit across the organization. All of this designed to work in a retail environment with varying working hours and shift models, long opening times, seasonal business, and intense pressure from online competitors.

• Customer WOW! Check as a current-state analysis from the customer perspective
• A dynamic two-year program in three languages with tailored trainings for approximately 2,000 employees, including impulse videos filmed with employees directly in the department stores
• Leadership training for all managing directors – sharpening their role and developing a clear roadmap for leading service mindset in day-to-day operations
• Training of internal multipliers across 30 locations to ensure effective implementation from within
• Motivating kick-off events with leaders and employees as a shared starting point for a strong sense of “we”
• Continuous integration of the program with internal measurement systems and initiatives
• Development of an onboarding concept to quickly integrate new team members into the Coop City culture

Impact

Today, customers encounter teams with a stronger focus on personal and authentic advice. The goal: customers feel so well cared for that they enjoy buying – and keep coming back.

And this success is measurable. In the 2025 brand strength study, Coop City achieved a significant increase, particularly in the category “Quality of Staff.”