The challenge is the uncertainty as to whether the product was made with customer needs in mind

The company, which performs modeling for surgery, had top experts and a small slice of the growing market need, but the price of the product was clearly more expensive than that of its competitors. The competitive advantage was sought with an unbeatable customer experience. In addition to technical expertise, the team wanted to harness the skills of customer understanding and experience. The implementation of the product required special precision as well as the professionalism of a technical expert and an operating surgeon. Therefore, it was partly developed in cooperation with the customer.

The improvement of customer understanding and customer experience as the assignment

Contribyte’s assignment was to train team co-development experts from a team of fewer than 10 people so that customers would experience a good customer experience in addition to the resulting excellence. Wanting to know the current state of the customer experience, the assignment began with customer interviews by Contribyte. The team coaching was then divided into three phases, the first of which mapped and strengthened each expert’s own customer and interaction skills. In the following, the customer path was visualized and gaps and peaks in the customer experience were added based on customer interviews. Finally, Team theses were compiled on what kind of customer experience the team will produce in the future and an easy-to-maintain set of metrics that managed to monitor and share successes and development targets.