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The customer experience is not just a point of interaction, but an ongoing process that shapes the relationship between brand and customer. It is about conveying the essence of the brand at every stage of this process. By integrating brand values into the customer experience, companies can build a deeper and more meaningful connection with their customers. This not only leads to stronger customer loyalty, but also to clear differentiation in the market. A good customer experience reflects brand identity and builds trust.

An excellent example of this is Blackroll. The company, known for its fascia rolls and physical regeneration products, has managed to integrate the value of health and self-care into the customer experience. Through targeted training, instructions and workshops, Blackroll not only teaches how to use their products, but also the importance of regular physical care and regeneration. This commitment goes beyond just the product and shows how the company incorporates its brand values into the customer experience.

Follow-up questions

  • What values does your brand represent and how are they currently reflected in the customer experience?
  • How could customers come into even closer contact with your brand values?
  • Which customer touchpoints could be optimized to emphasize the brand identity more strongly?
  • Are there opportunities to deepen the customer experience through training or workshops?
  • How could feedback loops be implemented to continuously improve the customer experience?
  • What role do employees play in communicating brand values to customers?
  • How could digital channels be used to strengthen the customer experience and brand identity?

What place does your company have in the world of TOMORROW?

What place does your company have in the world of TOMORROW?
How do you inspire the customers of TOMORROW?
What place does your company have in the world of TOMORROW?
How do you conquer the digital markets of TOMORROW?
How does your company still create value TOMORROW?
How do you transform your business model for TOMORROW?

MORGEN helps managing directors with the right questions to transform their companies.

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We ask the right questions

Our workshop card set includes a selection of around 50 cards with impulse questions on the topics of sustainability, digitalization, values and customer centricity, which you can use to work on new business models. You can find more impulse questions in our digitalization tool MORGEN People.

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