Service is obviously the success of these companies – Diepresse.com

Thursday was all about Customer Experience (CX) in the Vienna Sky Stage in the Tech Gate. The highlight was the 11th Fête d’Apellence, in which Barbara Aigner and Christian Rauscher from Top Service Austria Customer Exerience (CX) impulses and tips gave how companies can optimize their customer relationships. CX describes positive customer experiences that contribute to building an emotional bond between the user and the product or provider.

When it comes to customer relationships, you advise you to rely on the willingness to recommend in existing customers. Especially with the segment of Generation Z you can achieve great success – word of mouth or good reviews on the net are the main reason for many to enter into a customer relationship.

During their investigation, Aigner and Rauscher saw that the NPS, the net net promoter score, declined last year. This key figure measures to what extent consumers would recommend a product or service. In certain industries, the Net promoter score correlates with the company’s success. It also found that the number of promoters remained the same, that of the detractors, but the number of passive is relevant: « These are the customers that can best be won and activate, » says Rauscher.

What is invited to rely on human power – both in the customer experience and within the company. « The Human Power is the differentiating factor, » says Aigner.

Aigner and Rauscher drew the most customer -oriented companies in 2025 at the Fête d’Apellence, in which « Die Presse » was there as a media partner. For outstanding services in customer orientation and service quality, Hutchison were three (promoted), Murexin (beginner), BNP Paribas Cardif (5th place), S-Service Center (4th place), Hartl Haus (3rd place), Swiss Life Select (2nd place) and as the winner German
Vermögensberatung Bank and Biogena. (MHK)