Concepts

Creating a strong customer focus

Truly effective. With no hidden catches. No two concepts are alike. There is no “one size fits all” with us. Every concept is a combination of external input, proven forwardservice tools, and individual elements – precisely tailored to your organization, the specific context, your values, and your vision. In short: carefully fine-tuned together with you.

Tangible in everyday work

And you can feel it. In the tone of voice, the visual language, and the fit for employees and their time constraints. Complex shift systems, mobile workplaces, or language barriers are part of our everyday reality. We bring the right set of methods – but above all, a deep understanding of people and organizational dynamics. Because real change requires context and reflection, sensitivity and clarity.

Multipliers as the key

For implementation, we work with multipliers and service coaches to scale impact across the organisation. As ambassadors of consistent customer orientation, they support employees at all levels. They lead the way as pioneers, remove obstacles, address concerns, celebrate successes, and – above all – spark enthusiasm for customer spirit. They demonstrate that genuine customer focus is, first and foremost, a matter of mindset. All of this happens in close partnership with leadership, who play a crucial role throughout the process.

Our roadmap outlines the journey we take together – with clear milestones, motivating intermediate stages, and the encouragement to stay the course. When conditions change, a new path may emerge along the way. One thing remains constant: in the end, we cross the finish line together.

Curious? Take a look at a sample roadmap – and here you’ll find our case studies.