After five years of customer experience management, many managers feel disillusioned. Michael Lersch, Managing Director Forsta DACH, and Martin Siek, Head of Customer Experience Bonsai, get to the bottom of the causes of disillusionment and present ideas for the (re)vitalisation of customer experience programmes.

Bonsai In its current customer experience study, Research asked those whom the topic really concerns: the consumers. W&V, Internet World, E-Commerce Magazin (title: "Why Gen Z doesn't feel taken seriously") and Markenartikel ("These industries have some catching up to do in customer experience management"), among others, report on the results.

In an expert article for W&V, Martin Siek, Head of Customer Experience at Bonsai, shows how the interaction between marketing and customer experience (CX) management should work. Which four factors are the basis for successful interaction ...

The end consumers are animal demanding. Mistresses and masters are the target group, the pet shop the only customer. Petlando is rolling up the pet supplies market with innovative products. Without an online shop of its own. CX expert and Petlando marketing director Dr Peter Pirner reports in the current Bonsai sales magazine how Petlando is conquering market shares.

Customer experience is no longer enough, it has to be total customer experience. The logic of the increase alone makes it clear: investments are being made here. Millions are invested in software, systems, artificial intelligence and ultimately also in human intelligence in the form of personnel. At the same time, marketing seems more bland than ever. Why is that actually the case? Jens Krüger asks - and gives suggestions on how things could be different in Bonsai Sales-Magazin.

Bonsai CEO Jens Krüger has been dealing with the topic of customer experience even more intensively than usual in recent weeks and months. Today his column "CX - the explanation of the world. Or what is it actually about?" at marktforschung.de. A few days ago, the magazine "Sales" for Friends & Family from Bonsai and myEnso came out with a complete issue on the topic of CX.

The customer experience in the "new normal" is an enormous concern for advertisers, agencies and retailers. That's why it is the main topic of the new issue of Sales Magazine, which we publish together with myEnso and New Business Verlag. What awaits you in the hot-off-the-press issue - here's an insight:

Sabine Hedwig Mohr writes in planning&analysis about the new developments at Bonsai: "Customer Experience and the Bonsai Lab are being strengthened. Further acquisitions are announced". marktforschung.de reports on Bonsai: "The most advanced so far is the further development of the Customer Experience/Mystery Research division."

The mystery shoppers of Bonsai evaluate retail in Corona times. While the shopping experience in supermarkets is improving, almost all discounters perform worse from wave to wave. Exception: Aldi Süd.

Retailers are doing a great job in the Corona crisis! According to a recent study by Bonsai Research, the "local heroes" are rated best: Butchers, bakeries, fruit and greengrocers.

3,800 mystery shoppers check the hygiene measures in shops nationwide. Making customers feel safe in the shops is becoming an existential issue for retailers.