Creating a great customer experience is good.
Building a customer-centric corporate culture is even better.
Become a customer service champion!
Enhance Customer Experience · Reduce Cost · Maximize Profit
Switzerland’s Leading Experts in Customer Enthusiasm for Profit Maximization
Some Clients We Have Engaged With
He sets standards!
Dr. Kathrin Kramis | Manager
His customer and service orientation are unparalleled. He sets standards.
I would recommend it anytime.
Rolf Bauman | Head of Marketing
Roger Schmid’s goal-oriented, methodical and yet pragmatic approach as well as the calm and supportive nature quickly showed concrete results.
The Black Elephant lives the service difference.
Philippe Matter, Executive MBA HRM Head of Competence Center HR
Roger Schmid taught us in a CRASH course that was adapted to our needs, how we can turn our customers into fans.
What sets us apart?
Our approach is to work together to generate sustainable customer enthusiasm that creates an exceptional customer experience, reduces costs and maximizes profit.
A delightful customer experience (CX) must be repeatable and scalable. This is how you become a customer and employee magnet.
Our goal is to make you a service champion in your branch.
That’s why we take a holistic approach from strategy development to sustainable technical and organizational embedding.
There are 3 reasons why businesses invest in Customer Experience…
… but most companies remain well below their potential!
They don’t succeed to create a consistent customer-focused business model and a unique, differentiated service culture embedded into the company’s DNA.
We differentiate our tailored solutions by guiding the core team within your organisation which will lead the drive towards excellence in Customer Experience.
We also teach your core CX team how to teach others in order to establish a service culture that ensures replicable exciting customer experiences.
“We help create places where customers love to buy and employees love to work. Places where delightful 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 design your CX to produce sustainable customer delights!
Customer experience is the new battlefield. No one wants to do business with a company that treats them badly. In fact, 86% of customers are ready to pay more after a great customer experience.
Our expertise is to raise your brand profile and profitability through a superior customer experience. For over 10 years we have been guiding our clients to become unique, effective and efficient in their customer service delivery and build them up to become the service champion of their industry.
Our approach is to create inspiring customer service experiences that are repeatable and scalable. This is how you succeed in designing a Customer Experience that attracts both customers and employees.
Even Henry Ford knew that “A company devoted unreservedly to service has only one concern regarding profits. They are embarrassingly large.”
Roger Schmid – Founder, The Black Elephant
Book your FREE CX Audit with Roger.
Your journey to great customer service starts here.
You need more than customer satisfaction. You must regularly generate customer enthusiasm.
Our proven methods create the framework and culture that regularly delight your customers to win them as loyal fans who come back to buy more and recommend you to others.
Customer delight also massively reduces your marketing, sales and service costs. Customer satisfaction is the minimum required. However, you need to strive for customer delight to keep and retain customers.
Standard customer loyalty measures won’t turn customers into fans. Delight them and it will.
have made impulse purchases after receiving a more personalized experience.
These are the results we can achieve together. Rapidly too!
Clear brand positioning
A customer-centric organisation
No more silo thinking or organizational hurdles
Achieve more sales with current customers
Acquire new clients through improved CX
Successful deployment of CRM Systems
Customer-focused and agile organisation
Internal team capable of replicating high-grade CX
Self-learning capabilities
Higher employee commitment and satisfaction, and lower employee turnover
Don’t leave customer satisfaction and enthusiasm to chance
Delightful customer service experiences are not random. Generating predictable customer satisfaction and customer delight is the result of a well-planned and rehearsed production.
Our methods are the results of 20 years of client-side CX developments, rehearsed and industrially implemented. They have succeeded in consistently satisfying and delighting our clients’ customers, as well as growing and increasing sales and profits.
Our solutions inherently consider CX as part of a production process. What appears highly individualized and personalized to the customer is nevertheless standardized thus achieving economies of scale and organizational efficiencies.
It’s not about a Tayloristic service approach. You need enthusiastic employees throughout the company, not brainless and emotionless machines.
Roger Schmid – Founder, The Black Elephant
Make the 12 proven CX success factors your own
This process creates the straight line to creating your customer delight journey that is repeatable and puts you on the trajectory to becoming the service champion in your industry.
