Why customer experience is more than just a buzzword
Good customer experience pays off twice over:
- for people who want to reach their destination quickly, safely and intuitively and
- for companies that want to communicate more efficiently, optimize more specifically and sell more successfully.
Because CX means more than just packaging content nicely. It means making every contact understandable, context-sensitive and data-based. This not only creates satisfaction, but also measurable results: better conversion rates, stronger loyalty, less wastage.
The existence of all required contact points and a consistent experience ensure that brands are perceived as reliable. At the same time, a well thought-out CX provides the basis for sound marketing decisions - with data that not only counts clicks, but also explains behavior.
Erlebnisse schaffen, die wirken - über den gesamten CX-Zyklus
Die Grafik zeigt auf einen Blick, wie ganzheitlich Customer Experience gedacht werden muss und wo konkrete Maßnahmen entlang der gesamten Customer Journey wirken können. Von der ersten Suche bis zum langfristigen Kundenkontakt: Jede Phase bietet Chancen, digitale Touchpoints wirkungsvoll zu gestalten.
Unser CX-Ansatz verbindet strategische Planung mit technologischer Umsetzung und basiert auf einem klaren Fundament: Daten. Denn nur, was wir messen, können wir gezielt verbessern. So schaffen wir Experiences, die sich nicht nur gut anfühlen, sondern auch performen. Mit einem klaren Ziel: Mehr Relevanz für Nutzer:innen, mehr Wirkung für Marken.
What makes a good customer experience
Customer experience (CX) encompasses the totality of all experiences that people have with a company, from the first click to long-term contact. It is about:
- Consistency along the entire customer journey
- Relevant touchpoints instead of scatter loss
- Digital and analog experiences from the LinkedInpost to personal conversations
- Data-based personalization without being intrusive
- Sensible combination of push and pull marketing
- Cross-platform thinking: Website, email, social media, CRM, events
- Combining tools, data and insights into a usable overall picture
- And above all: experiences that are understandable, trustworthy and like to positively surprise
For us, CX starts with real challenges. Our goal: customer experience that inspires people and drives companies forward. Our work is interdisciplinary, hands-on and data-based. With a clear structure, but with an open mind. And always in a way that suits your company.
Our approach - Customer Experience with MOSAIQ
What we offer as a CX agency:
- Workshops & CX audits for entry or further development
- Assessment of the current CX, data-based assessment and derivation of specific measures based on this
- CX strategy & positioning
- Journey mapping & persona workshops
- UX & UI design for digital touchpoints
- Content & language with clarity and attitude
- System integration: CMS, CRM, automation, tracking
- Channel linking & testing - from Websitehub to LinkedIn Ad
Why MOSAIQ is the right CX agency
Frequently asked questions about customer experience
CX describes the totality of all impressions that people gather along their journey with your brand - from the first touchpoint to long after the purchase. It's about consistency, relevance and the good feeling of being in the right place at the right time.
For all companies that want to improve their communication, identify weaknesses and exploit potential. It doesn't matter whether it's a website relaunch, the improvement of campaign planning or a continuous optimization approach.
With tools such as analytics, user feedback or A/B tests. The decisive factor is that we don't just measure figures, but also correlations and derive specific actions from them.
UX (User Experience) refers to the experience with a product or interface. CX goes further: it looks at the entire relationship between people and brands across channels, content and experiences.
Not necessarily. We start where you are and help you to build or structure relevant data sources.
Absolutely. Small or medium-sized companies often benefit particularly strongly because CX improvements have a direct impact on conversion, satisfaction and brand loyalty.
CX starts with a project, but is best thought of as an ongoing process. Markets change, so do target groups. That's why we work with you to develop a strategy that grows with you.
