WELCOME

THE CUSTOMER

enthusiasm factory

The No. 1 for customer enthusiasm and profit maximization from Switzerland

Together we produce sustainable customer enthusiasm!

Welcome to the Next Level.

Become unique, effective and efficient through customer and service orientation and become a ser vice champion in your branch.Exciting customer service experiences have to be repeatable and scalable. This is how you can create a customer experience (CX) that will make you a customer and employee magnet.Henry Ford already knew: "A company that is fully dedicated to service has only one concern about profits. They are embarrassingly large."Do you want to have the same problems as Ford? I will show and explain the methods and tools to you and will be happy to accompany you and your team on your path to success to enthusiastic cus tomers at the lowest possible cost.

“We help create places where customers love to shop and employees love to work. Places where engaging customer experiences are the order of the day and everyone loves to serve and be served.


Roger Schmid, founder and CEO of the black elephant

Together we produce sustainable customer enthusiasm!

customer delight? -The dreary reality in many companies.

  • According to a study by Genesys, the majority of company representatives (81 percent) rate their own customer service as good or very good . On the consumer side, only 44 percent stated that they were fairly or very satisfied with the professional competence of customer service employees.
  • 80% of employees are just working to rule, 10% have internally resigned. According to a Galupp study, demotivated employees - also known as "working dead" - cost companies in Germany around 118 billion euros a year!
  • According to a job survey by Xing in 2020, almost every second person is open to a job change. In many companies, employee turnover is already 25-35% per year!
  • The shortage of skilled workers on the labor market has led to an applicant market in many sectors. This means that today the best choose their employer, not the other way round. In addition, employee turnover increased significantly between 2018 and 2020. Due to the age structure, the shortage of skilled workers will intensify.
  • A job change costs an average of 2/3 to an annual salary, and even significantly more for executives. Employee enthusiasm is not recognizable. But it takes enthusiastic employees for enthusiastic customers!
  • Customer satisfaction is correspondingly low, there are hardly any repeat purchases or recommendations.
  • Almost 100% of service initiatives fizzle out because they're one-offs. However, inspiring customer service experiences must be reliably reproducible and sustainable. Dell has long been customer-centric. When Michael Dell sold shares in his company in October 2013, the focus switched from service and quality to cost savings. The enterprise value halved shortly thereafter. The company has not recovered since then.
  • 75% of all strategies fail. Not because they aren't good, but because they aren't introduced properly.
  • More than 50% of all CRM projects and customer experience initiatives fail because they are implemented as pure IT projects or cost reduction projects. Not to make life easier for customers and employees.
  • Depending on the stats, it costs 5 to 10 times more to acquire a new customer than to keep an existing one.
  • The company's vision and mission are often only known to the fewest, not even the top management.
  • Standard customer service training doesn't work. Their effect fizzles out quickly and they are too expensive. Especially if you take into account the working time involved, the travel expenses, accommodation and subsistence costs and the material costs.
  • And due to the sometimes high employee turnover and the many company locations, a uniform, comprehensive customer and service orientation is hardly implementable and enforceable anyway. Many believe that it is impossible to establish a unified service culture and fail to do so.

Together we produce sustainable customer enthusiasm!

Customer satisfaction and customer enthusiasm! 

Don't leave it to chance.

Inspiring customer service experiences should not be accidental. The generation of customer satisfaction and customer enthusiasm is the result of a well thought out and rehearsed overall staging.

Consistently developed by the customer, trained and implemented industrially, it succeeds in regularly satisfying and inspiring its customers, growing and increasing its sales and profits.

We also have to think in terms of service as in production. What seems highly individual and personalized to the customer can nevertheless be standardized and thus processed efficiently. But be careful, it's not about a Tayloristic approach to service. You need enthusiastic employees throughout the company, not mindless and emotionless machines.

Together we produce sustainable customer enthusiasm!

Customer and employee enthusiasm -  

SOME FACTS AND FIGURES.

Designing inspiring customer journeys 

4 out of 5 executives say that delighting customers is one of the most important factors in business success.

Only 1 in 10 actually acts on it.

Designing inspiring customer journeys 

4 out of 5 executives say that delighting customers is one of the most important factors in business success.

Only 1 in 10 actually acts on it.

Designing inspiring customer journeys 

4 out of 5 executives say that delighting customers is one of the most important factors in business success.

Only 1 in 10 actually acts on it.

Designing inspiring customer journeys 

4 out of 5 executives say that delighting customers is one of the most important factors in business success.

Only 1 in 10 actually acts on it.

Together we produce sustainable customer enthusiasm!

I'm Roger Schmid and my topic is customer enthusiasm - for a good 30 years.

As one of the leading experts in this field, I know what I'm talking about. I won the renowned, internationally recognized CAt award for outstanding call center manager performance early on and have continued to train and develop myself ever since.

I was also honored for my top performance during my studies for a bachelor's degree in business administration and the two master's degrees in business information management and marketing.

Meanwhile, I also work with John Tschohl, recently named the world's #2 expert in customer experience and service excellence.

In addition to the studies already mentioned, I also completed professional drummer training at the drummers collective in New York, where I was able to learn from the world's best drummers.

After that I played in various top-class orchestras, in the Swiss military game as well as various rock and bands of other styles. That's why I like to use metaphors from music to show how to turn customers into fans.

A band that regularly satisfies and inspires its audience has the following situation: The customers or the fans can hardly wait until the band releases a new piece of music or a new album and goes on tour again. They order the products in advance and stand in line to get the new products and tickets.

Gemeinsam produzieren wir nachhaltig Kundenbegeisterung!

Sie wollen mehr über die 

Dienstleistungen und Produkte wissen.

Get into the Groove of Delighting Customers!

Differenzieren Sie sich durch Kundenservice

Kundenfokussierte Strategieentwicklung

Wir erarbeiten mit Ihnen zusammen eine kundenzentrierte, serviceorientierte Unternehmensstrategie, die Ihnen nicht nur nie dagewesene Kundenströme sichert, sondern Sie auch unantastbar gegen Ihre Mitbewerber macht.

Learning Customer Service Excellence Online

Werden Sie zum Service Champion Ihrer BrancheCoachings inkl. Online-Seminar "Service Champion Masterclass"

8 von 10 Führungskräften sahen Kundenbegeisterung bereits im 2020 als den entscheidenden ErfolgsfaktorAber nur einer kam ins Handeln!

Erlangen Sie durch Kunden- und Serviceorientierung entscheidende Wettbewerbsvorteile. Werden Sie einzigartig, effektiv und effizient.

Get into the Groove of Delighting Customers!

Differenzieren Sie sich durch Kundenservice

Kundenfokussierte Strategieentwicklung

Einzigartig, inspirierend, begeisternd, aktivierend.

Die Keynote-Speeches und EnterTrainings, eine Kombination aus Entertaining und Training bzw. aus Live-Schlagzeugspiel und Impulsreferat, sind anders als das meiste, das Sie wahrscheinlich bisher kennen.

Lassen Sie sich inspirieren.

Get into the Groove of Delighting Customers!

Differenzieren Sie sich durch Kundenservice

Kundenfokussierte Strategieentwicklung

Wir erarbeiten mit Ihnen zusammen eine kundenzentrierte, serviceorientierte Unternehmensstrategie, die Ihnen nicht nur nie dagewesene Kundenströme sichert, sondern Sie auch unantastbar gegen Ihre Mitbewerber macht.

Roger Schmid

Roger Schmid

Get into the Groove of Delighting Customers!

Differenzieren Sie sich durch Kundenservice

Kundenfokussierte Strategieentwicklung

Einzigartig, inspirierend, begeisternd, aktivierend.

Die Keynote-Speeches und EnterTrainings, eine Kombination aus Entertaining und Training bzw. aus Live-Schlagzeugspiel und Impulsreferat, sind anders als das meiste, das Sie wahrscheinlich bisher kennen.

Lassen Sie sich inspirieren.

Together we produce sustainable customer enthusiasm!

Customer satisfaction and customer enthusiasm! 

Don't leave it to chance.

Inspiring customer service experiences should not be accidental. The generation of customer satisfaction and customer enthusiasm is the result of a well thought out and rehearsed overall staging.

Consistently developed by the customer, trained and implemented industrially, it succeeds in regularly satisfying and inspiring its customers, growing and increasing its sales and profits.

We also have to think in terms of service as in production. What seems highly individual and personalized to the customer can nevertheless be standardized and thus processed efficiently. But be careful, it's not about a Tayloristic approach to service. You need enthusiastic employees throughout the company, not mindless and emotionless machines.

Gemeinsam produzieren wir nachhaltig Kundenbegeisterung!

Gerne können Sie auch unsere Blog-Artikel lesen.

Customer bzw. User Experience mit meinem Mercedes V-Klasse Marco Polo
9 Anregungen aus dem Sport und der Musik für begeisternde Kunden-Serviceerlebnisse
Die meisten Kundenkontakte hat …
Der eine Grund, warum viele Kundenzentrierungs-Initiativen scheitern
Warum eine hohe Mitarbeiterzufriedenheit schädlich für CX ist
Misserfolg gibt es nicht

Together we produce sustainable customer enthusiasm!

What our customers  say.

Together we produce sustainable customer enthusiasm!

Design of inspiring Gustomer experience paths


4 out of 5 executives say that delighting customers is one of the most important factors in business success.

Only 1 in 10 actually acts on it.

Employee satisfaction & loyalty


More than 80% of employees are dissatisfied with their jobs.

Only 15% of employees in the DACH region identify with their employer.

Customers as fans


It costs 10x more to acquire a customer than it does to keep one

Customer strategies


Around 75% of all strategies fail. There are many reasons for that. The most important thing, however, is that we are not going to implement it.

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Im Rahmen der Überarbeitung unseres Kundenbeziehungsmanagements waren wir auf der Suche nach einem passenden State-of-the-Art-CRM-System, um unsere Kommunikation mit den Mitgliedern und Partnern zu verbessern. Wir haben einen strukturierten, fundierten und fairen Evaluationsprozess durchgeführt und die für uns richtige Technologie und den passenden Implementierungspartner gefunden.

Marc Lottenbach Chief Marketing Officer