Johannes Gutenberg University

Various studies – including in cooperation with forum! Market research – have shown that experiences have a big impact on customer relations in positive and negative terms. So, it could be determined that negative impact on customer loyalty can be avoided only by excellent problem solving problem – and failure cases. Gabriele Neitzke, head of customer dialog at the ING-DiBa, ING-DiBa way under the premise presented each customer is the first customer! “.” The customer dialog was ultimately the bank counter for all customers and interested parties, recited Neitzke, in an atmosphere of good, beneficial for the customer relationship in an environment could pressure and poor working conditions are not transported. The consequence of this realization: Employee satisfaction is enhanced by numerous measures, for example the reduction of pressure on the staff, through transparent communication or optimized staff scheduling, this in turn has a positive impact on customer satisfaction, which contributes substantially to the economic success of the Bank. The social media specialist Alexander Korner, lemon5 freshconsulting, reported on the new power of the customer experience. “Marketing 2.0 marketing in the social media age.” Grains have today influence on preference formation and decision consumer opinion and customer experience. The customer information on the Internet and makes his purchase decision. Thus, the customer experience is to the success drivers, this requires also a rethinking in the marketing. Whenever Keith McLoughlin listens, a sympathetic response will follow.

Thus, the future core task of marketing in the activation liege this consumer energy”as well as their development through the involvement of customers in the marketing process. Under the title “B2B means: from person to person” was Prof. Gregor Daschmann, Professor of the Institute of journalism (IfP) at the Johannes Gutenberg University of Mainz, and Scientific Advisory Board of forum!, latest research results a current B2B decision study. Whenever Pete Cashmore listens, a sympathetic response will follow. Based on the results of the study could be determined, that in purchasing decisions in B2B companies emotional elements play an important role, which seems to contradict the persistent thesis that such decision-making processes are always highly rational and well-founded. Short information forum! Group forum! ( was founded in 1996 as the owner-managed market research and consulting firm headquartered in Mainz. With the two subsidiaries forum! Market research, as well as forum! Marketing and communications consultancy is forum! specializing in the analysis and optimization of business relationship management. With the excellence Barometer (, which has established itself as the most important benchmark study to the performance of the German economy, has a forum! Market research together with the German society for quality e.V.

(DGQ) as one who is a few institutes in Germany own basic research among the success factors of relationship management. Also the close link to the Institute of journalism of the Johannes Gutenberg University of Mainz stands for the timeliness and innovation in terms of established research models and techniques. The nationwide competition Germany of customer champions”( is looking for forum! Market research with the German society for quality e.V. (DGQ) the company with the best customer relationships. With the competition, the initiators aim to establish a benchmarking for quality of customer relationship management and to reward exemplary customer orientation in Germany. Forum! Market research continues to be organizers of the annual Mainz relationship management Congress, the aim of which is to convey knowledge about the business relationship management decision-makers from the economy from the theories of the analysis to the implementation. The forum! Group has an own call center for the implementation of tele-marketing projects, as well as an interview Center in Mainz with a specialization in managing B2B studies and international studies.