Experience Management

Focus on customers

Making a difference that makes a difference: The only way to generate this kind of dynamic is through holistic Experience Management. We get companies into shape, making them fit for the future so that they can best serve their customers and employees.

Reasons for
Experience Management

From the moment our company was founded, we’ve been focusing on human resources as a pivotal factor in business success. Our experience has shown us that the only way for a company to achieve sustainable outcomes is if it sees both its customers and employees as “internal customers.”  In other words, only a well thought-through “outside-in” approach can give a company the essential experiences it needs to be able to draw conclusions about its own behavior and thus achieve its most effective performance possible. We develop comprehensive, coherent and target group-oriented concepts for individual business areas as well as for the bigger corporate picture. Drawing on our analytical expertise and holistic mindset, we deliver pragmatic and lasting solutions that work for everyone involved.

Know your customers

If a company lacks a comprehensive understanding of its customers, it will simply never be able to exploit their full potential. Bold and systematic profiling is the prerequisite for gaining insights into target groups, as well as for anchoring this knowledge in such a way that all corporate functions can make their contribution to the whole in a coordinated manner.

Design “moments of truth”

Customers inevitably expect a lot, but when it comes to customer loyalty, not every factor or experience carries the same weight. Only those situations that are truly relevant actually shape their perception and behavior. A company should always strive to prioritize these situations, to give them an ideal structure and, most importantly, to fill them with life.

Achieve measurable results

Experience Management is by no means an unprofitable activity. Nor is it something that’s merely “nice to have.” It actually delivers measurable dividends on hard KPIs, whether in the form of flow efficiency or goal achievement. It marks the beginning and the end of every optimization process and inevitably promotes profitability.

People make companies successful.
That is why we focus on the individuality of every single employee. How?

How We Work

We see both Customer Experience and Employee Experience as being key concepts at the very core of what we do. At the corporate level, employees pay into the success of the customer side. After examining current conditions at the company, we then work collaboratively and transparently to involve those departments most in need of work as much as possible.

This involvement takes place already in the initial analysis, but also especially in the redesign and implementation phases. Our systemic big picture of the company and its employees ensures lasting, reliable success and contributes to achieving desired goals.

Our solutions

Our customary approach involves optimizing the customer experience on digital channels, in advertising communication and in various other processes. But we also go one step further and take a holistic view of the emotional relationship between customer and company. We measure the extent of your depth of experience, listen to your stories and anecdotes, identify potential for improvement and translate this information into concrete measures.

Experience audit

By generating a profile of your strengths and weaknesses, we’re able to identify and prioritize the specific areas in which action needs to be taken. We create these profiles by conducting interviews, undertaking personal diagnostics, observing existing systems, and processing and evaluating various documents.

Personas & journey maps

This process involves identifying needs and expectations and meeting them from the customer’s perspective. It means becoming aware of the tangible, lived realities of customers, and finding out what moves them as individuals, taking into account both emotional and rational factors as well as concrete experiences from A to Z.

Customer voices

We determine what your external and internal customers think about your company and which “moments of truth” are truly relevant. This intense examination of internal perspectives is essential when seeking to create workable approaches designed to optimize your organization and human behavior. 

Talent development

There are several challenges associated with the process of developing employees’ skills and abilities with specific goals in mind. PAWLIK starts out by analyzing the current state of affairs at your company and the individual learning needs of each employee.

System alignment

When looking to firmly anchor the structural optimization that has taken place at your company, it is also essential that there be an alignment of processes, IT systems and other tools. We identify and precisely elucidate these substantive objectives and introduce them step by step together with everyone involved.

Alongside the professional qualifications and many years of career experience held by our consultants in leadership, sales, and consulting positions, all PAWLIK consultants possess sound knowledge for the application of a Prof. Julius Kuhl potential analysis. We are one of the few consultancies in Germany that are entitled to apply this potential analysis.

Experience, Expertise, and System

Prof. Dr. Henrik Meyer-Hoeven

As a board member at PAWLIK consultants, Prof. Dr. Henrik Meyer-Hoeven has overseen product development and internationalization since 2004. Before his career as a consultant, the Lübeck native held various management positions with the Haniel Group. He studied economics and business administration in Hamburg, St. Gallen and Vienna. In 2014, he was appointed Professor of Strategy and Leadership at the Hamburg School of Business Administration.

E-Mail or +49 (0)40/53 28 50-0

"It’s high time companies developed a deeper understanding of how to manage key target groups. It’s the only strategically effective way to tap the potential that can take them to the next level. It’s also the only way to win over both external and internal customers and to foster a strong and lasting sense of loyalty.”


RAWA - contact form_consultant

* Mandatory

Some Information for You

For us, “making it happen” means helping you turn your company goals into results. We transform organizations into coherent systems and develop the personal potential of employees. We use the latest scientific research results as a basis for this.

Each year, we invest five percent of our revenue to learn about learning. We are happy for our clients, partners, and other interested persons to share in our findings.

We would therefore like to ask for your consent to us contacting you with up-to-date information about our services and specialties