Bonsai optimises customer experiences. For us, customer experience management (CXM) means actively managing all experiences that customers have with your company. We accompany you, step by step, at all process levels. We keep our eye on the goal so that CXM creates benefits and binds your customers more closely to your company. For us, real CXM really begins after measuring and understanding: Because we "do" CX and/or support you in doing so.
We make sure that you don't lose sight of your goal between platforms and loops. We provide structure, we manage expectations, in short: we ground!
We stand for content deep-dives - we want to decode customer experiences in detail and define clear priorities!
We develop ideas for optimal customer experiences. We involve your employees and accompany the cultural change in the company!
Our step-by-step approach brings structure and security to your customer experience management. We don't start the journey to better CX by selling you software, but:
Stage 1 - Goal setting: We analyse your situation and define clear CX goals together with you.
Stage 2 - Exploring the Customer Journey: We analyse the current customer journeys of your customers and support you in prioritising your measures.
Stage 3 - Measuring what matters: We establish transactional, automated surveys at the crucial interfaces and on the relevant customer experiences - also software-based.
Stage 4 - Really understanding customers: We stand for deep dives: With the support of the experts from the Bonsai Lab or our expertise in the field of mystery research, we analyse the customer experience in detail and make the feedback tangible!
Stage 5 - We do: We develop and test new ideas for optimised customer experiences. We involve your employees and thus ensure an "experienceable" CX.
We find the right method for you at every stage of your customer experience management process. Why can we do that? Because we are a colourful and good team!
Mystery can do more than check specifications. Mystery helps to understand and improve customer experiences. When it comes to details of the customer journey in your own company or even in the competition, survey-based methods reach their limits. Our experienced mystery shoppers set out on the journey and document their experiences precisely. Understand what happens in real life - with you and with the competition. Together we use the results to improve processes and develop noticeably better customer experiences for your customers.
How do we do this concretely? Our 3,800 mystery shoppers show in detail what it means when a software identifies "advisory competence" as a weak point. Whether in car dealerships, food retailers or banks - our testers do the "deep dive", even on challenging topics!
Make your customer experience the customer experience - with Bonsai!
Maik Stücken
maik.stuecken@bonsai-research.com
+49 171 8395275
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.
Bonsai Research presents exciting research approaches in four events at Market Research Week: We decode the Path to Purchase anew and present how we intelligently combine qualitative research and metering. We show what companies gain from researching the context that shapes people in all walks of life and why CX is less about the "right" software and more about the effective use of the "right" data.
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.
In the new CX-Talks podcast, Peter Pirner (i-CEM) talks to Bonsai-CEO Jens Krüger about test markets and mystery shopping. How do test markets work in the age of e-commerce? How can companies use them to optimise product innovations and make market launches easier to plan?
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.
