Contact
komma Forschungs- und Beratungsgesellschaft mbH
Brienner Str. 54 | 80333 München
phone: +49 (0)89 189 4687 0
mail: info@komma-forschung.de
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Member of BVM (Association of German Market and Social Researchers)
experience across
all touchpoints
journey and optimize brand consistency, ensuring the efficient use of your
marketing budget.
Touchpoint management as a success factor
Today, the customer experience (CX) is the decisive factor that sets a brand apart from the competition. Customers do not distinguish between online advertising, in-store visits, or customer service—they experience a brand as a whole.
Our market research provides you with answers to key questions:
- Presence: How visible is your brand along the customer journey compared to the competition?
- Perception: What image do the individual touchpoints (e.g., website, social media, POS) convey?
- Consistency: Does your brand image appear unified, or are there inconsistencies in your communication?
- Efficiency: Which channels truly drive the purchase decision?
Your benefits: from analysis to strategy
At komma, we use a combination of quantitative and qualitative methods. We identify the “moments of truth”—the touchpoints that determine whether a customer stays or leaves for the competition.
Touchpoint management as a strategic success factor:
Professional touchpoint management ensures that customer experiences are not left to chance. Instead, touchpoints are continuously measured, evaluated and improved.
You benefit from:
- Higher customer satisfaction: Customers experience consistent, seamless, and positive interactions at all relevant touchpoints. This leads to greater trust, a better brand perception, and an overall more positive evaluation of the company.
- Stronger customer loyalty: Satisfied customers stay longer, repurchase more frequently, and are more likely to recommend the company to others. Well-designed touchpoints foster emotional connection and reduce churn.
- Better conversion rates: Optimized touchpoints along the customer journey lower barriers to purchase, improve decision-making processes, and increase the likelihood that prospects will become customers.
- Clear decision-making foundations for marketing and sales: Systematic analysis of touchpoints yields data-driven insights into which measures are effective, where optimization is needed, and how budgets should be allocated strategically.
