Companies engage us when facing critical customer experience challenges:
They don't know how their customers actually experience touchpoints (Reality Check as Discovery), growth stagnates despite investments because target group segmentations are too vague (Motive-based Target Groups instead of Demographics), or brand promise and actual customer experience diverge (Service & Experience Design). Often, they've already tried standardized solutions or generic consulting – and are now looking for a proven methodology with demonstrable, measurable results.
We are a cross-industry consulting firm with extensive expertise in Service & Experience Design. As a "service manufactory" for customized customer experience solutions, we work across industries – from retail and manufacturing to tourism, banking, and healthcare – with a focus on mid-market companies and larger organizations. What our clients achieve: demonstrably improved NPS, CSAT, and CES scores, measurably higher conversion rates, significant reduction in customer acquisition costs, and sustainable improvement in customer & employee experience. Together with you, we make your organization more customer-centric, agile, and competitive – with concrete, measurable results that multiply your investment many times over.
What Differentiates Gastspiel – Our Core Methodology:
Reality Check as Value-Focused Discovery
Companies must TRULY understand what happens at every touchpoint. Our Reality Check goes far beyond mystery shopping or superficial maturity scans. With qualitative depth, we deliver authentic insights into the daily behavior of your customers, employees, and partners – and identify precisely where value lies, how much it's worth (ROI), how it will be realized (roadmap), and how it remains sustainable.
Motive-based Target Groups with Profiler Approach
While traditional segmentations (demographics, psychographics) group people by superficial characteristics, we use insights from criminal profiling. Our profiler approach focuses on the "Why" behind purchase decisions rather than the "Who". The result: sharp, behavior-relevant motive-based target groups that enable precise strategies and services – from brand promise to concrete touchpoint design.
Client Success Journey Instead of Isolated Projects
Our services interconnect: Reality Check creates transparency → Motive-based Target Groups create focus → Service & Experience Design shapes precisely → Training & Tools anchor sustainably. Each step builds on the previous one and creates cumulative value.
We support you in optimizing existing services and developing new ones, redesigning entire business processes, or replacing old business models with innovative ones.
We develop future-oriented and seamless customer experiences across all touchpoints and channels of your organization, always acting as a true "Trusted Advisor", as a trusted partner and problem solver.
We look very closely, listen intensively, analyze in detail, think strategically, develop innovative solutions, create functional implementations, and act pragmatically from strategy to implementation.
We involve the employees relevant to each project step from the beginning, work passionately at all levels of your organization to effect sustainable change and make a measurable difference for you and your customers.
Typical Project Outcomes from Our Collaboration:
- NPS improvement: demonstrably significant increases
- CSAT & CES: measurably improved scores
- Conversion rate: substantial increases
- Customer acquisition costs: significant reductions
- Time-to-market: accelerated product launches through clear target group focus
Let some of our clients' success stories inspire you. In a personal meeting, we'll present the many possibilities of our work, as well as very concrete results of our actions. We are interested in your company and will show you, based on your information, how we can contribute to optimizing your service systems for an exceptional customer experience. Of course, without obligation! Then you can decide whether we could be an interesting partner for you.
