Michel Kessler Consulting
Every poor customer experience comes with a cost !
I help companies optimize and structure their customer experience to drive growth in the Swiss market.
ABOUT ME
Customer Care & Experience Advisor based in Switzerland, with over 23 years of experience helping companies turn support operations into measurable drivers of growth.
I have worked with global leaders such as Recall Inc. and Iron Mountain Inc., as well as Swiss SMEs, combining international best practices with a strong understanding of local business realities.
I have led international teams and multi-country operations, maintaining customer satisfaction levels above 95% (CSAT/CES), while significantly improving performance, including a 65%+ increase in customer satisfaction survey response rates and a 5x reduction in average resolution time over the past 3 years.
In 2025, Iron Mountain was recognized as a Gold winner in the Stevie® Awards for Sales & Customer Service (Contact Center of the Year), reflecting the level of excellence I contributed to.
I help companies:
- Improve retention and unlock new revenue opportunities
- Scale support operations without compromising quality
- Align customer experience with business performance
My approach is pragmatic, built on a strong ability to identify what’s not working and turn it into measurable impact, as reflected in 200+ LinkedIn recommendations.
Why customer experience is key to succeeding in the Swiss market ?
Why customer experience drives growth
Customer expectations are higher than ever, especially in demanding markets such as Switzerland.
Today, 80% of customers say the experience a company provides is as important as its products or services (Salesforce).
A strong customer experience directly impacts satisfaction, loyalty and long-term growth.
Research shows that companies leading in customer experience can achieve significantly higher revenue growth and customer retention compared to their competitors (McKinsey & Company).
On the other hand, a poor experience has immediate consequences.
More than 50% of customers will switch to a competitor after a single negative experience (Zendesk), which not only leads to lost revenue but also damages brand reputation and long-term trust.Yet, many organizations still lack a structured approach to customer experience, resulting in inconsistency, inefficiencies and missed opportunities.
In highly competitive and demanding markets like Switzerland, customer experience is often the difference between being chosen, or ignored.
Customer experience is no longer optional — it is a key driver of growth, loyalty, reputation and long-term performance.
Why customer experience is key to succeeding in the Swiss market ?
Why customer experience drives growth
Customer expectations are higher than ever, especially in demanding markets such as Switzerland.
Today, 80% of customers say the experience a company provides is as important as its products or services (Salesforce).
A strong customer experience directly impacts satisfaction, loyalty and long-term growth.
Research shows that companies leading in customer experience can achieve significantly higher revenue growth and customer retention compared to their competitors (McKinsey & Company).
On the other hand, a poor experience has immediate consequences.
More than 50% of customers will switch to a competitor after a single negative experience (Zendesk), which not only leads to lost revenue but also damages brand reputation and long-term trust.Yet, many organizations still lack a structured approach to customer experience, resulting in inconsistency, inefficiencies and missed opportunities.
In highly competitive and demanding markets like Switzerland, customer experience is often the difference between being chosen, or ignored.
Customer experience is no longer optional — it is a key driver of growth, loyalty, reputation and long-term performance.
Don’t underestimate your brand image
Your brand is not what you say. It’s what your customers experience.
Every interaction, every touchpoint, every detail contributes to how your company is perceived.
Inconsistent or poor customer experiences don’t just impact satisfaction — they gradually erode your brand image. In markets like Switzerland, where expectations are high and trust is essential, even small inconsistencies can have a lasting impact.
A single negative experience can spread quickly and influence future decisions.On the other hand, a well-designed and consistent customer experience strengthens your credibility, reinforces trust and positions your brand as reliable and professional.
Your customer experience is your brand in action.
Companies that actively manage their customer experience don’t just improve satisfaction — they protect and strengthen their brand over time.
That’s why a structured approach to customer experience and success is essential.
Don’t underestimate your brand image
Your brand is not what you say. It’s what your customers experience.
Every interaction, every touchpoint, every detail contributes to how your company is perceived.
Inconsistent or poor customer experiences don’t just impact satisfaction — they gradually erode your brand image. In markets like Switzerland, where expectations are high and trust is essential, even small inconsistencies can have a lasting impact.
A single negative experience can spread quickly and influence future decisions.On the other hand, a well-designed and consistent customer experience strengthens your credibility, reinforces trust and positions your brand as reliable and professional.
Your customer experience is your brand in action.
Companies that actively manage their customer experience don’t just improve satisfaction — they protect and strengthen their brand over time.
That’s why a structured approach to customer experience and success is essential.
How I drive growth through customer experience
Understand & Analyze
What it is
A deep and structured assessment of your current customer experience.
What I do
I analyze your customer journey, touchpoints and internal processes to identify gaps, friction points and opportunities.
What you get
A clear, objective and actionable diagnosis of your current situation.
Define & Prioritize
What it is
A structured approach to designing your target customer experience.
What I do
I define a clear strategy and prioritize the most impactful actions aligned with your business goals and the Swiss market.
What you get
A focused roadmap with clear priorities and high-impact initiatives.
Implement, Train & Improve
What it is
Turning strategy into action and embedding it within your organization.
What I do
I support implementation, optimize key interactions and train your teams to deliver a consistent experience.
What you get
Tangible results, aligned teams and sustainable improvements over time.
Unlock the full potential of your customer experience.
I help you identify what’s not working and turn it into measurable results.
Hidden
contact@michelkessler.ch
Confignon, Geneva, Switzerland