Consulting, Training and Keynotes
Are your customers not happy? Are you loosing revenue?
Getting bad eviews?
Stop losing revenue. Start building loyalty: I help you pinpoint exactly where you're losing sales and sustainably elevate your service quality. Whether through strategic consulting, hands-on team training, or inspiring keynotes - together, we will turn your toughest critics into your most loyal brand ambassadors.
Building the fan factor in your organization
Customer Journey Quick Check
Stop guessing. Start optimizing - Bad reviews, declining loyalty, and sudden customer loss are rarely random. They are the symptoms of gaps in your customer journey. Our Quick Check takes the guesswork out of the equation. We pinpoint your most critical friction points and give you a clear roadmap to transform fleeting contacts into raving fans.
Customer Journey Deep Dive
Sports-level empathy meets high-tech efficiency. Using our specialized analysis tool, we dissect your customer interactions and benchmark them against the high-emotion standards of the sports and entertainment industries. Together, we pinpoint exactly where tech like AI adds real valueand where human empathy makes all the difference. The result? A massive boost in service quality, happier customers, and rock-solid revenue.
Keynotes
Looking for a speaker who combines scientific depth with the electrifying energy of a packed stadium? As a Kogan Page author and internationally published expert, I bring the absolute latest in Customer Experience research straight to your stage. I show your audience how to successfully decode the psychological mechanisms of sports and entertainment fan loyalty and apply them directly to business. In my keynotes, your team will discover how emerging tech can scale human experiences without losing the empathy that drives them. No off-the-shelf theory here - just exclusive insights from my global research. Consider it an inspiring wake-up call that injects the "Fan Factor" into your organization and leaves your audience permanently fired up.
Workshops & Training
Unlocking the "Fan Factor" in your daily operations - In my training sessions, I show your teams how to seamlessly weave the principles of sports and entertainment fan loyalty into their everyday work. Grounded in my global research and published book, we build a mindset that fiercely puts the customer at the center of everything.The best part? We look closely at how emerging technologies can radically boost your productivity rather than replace your people. I show your teams exactly how AI and automation can strip away administrative burnout, freeing up their time for what truly matters: creating deep, emotional connections with your customers.
New Book coming September 2026
Customer Engagement Strategy by Joern Schlimm is the definitive guide for leaders who want to look beyond short-term campaigns and design customer experiences that yield measurable results. Grounded in global research and proven industry frameworks, this book delivers the exact tools needed to translate emerging technologies into sustainable strategies that supercharge both brand reputation and customer loyalty.
Crafted specifically for decision-makers actively shaping business growth, this work maps out how to align digital innovation with corporate governance, performance metrics, and long-term commercial success. Featuring real-world case studies from iconic global brands like Breitling, Dolby Atmos, Europa-Park, and ZEISS, Joern Schlimm demonstrates exactly how forward-thinking companies leverage purposeful innovation to secure a definitive competitive edge.
Customer Engagement Strategy: Using Emerging Technologies to Transform the Customer Journey
- How customer expectations have changed and how organizations should react
- What different generations and the customers of tomorrow expect (Gen Z, Gen Alpha)
- How emerging technologies impact customer expectations and why this matters to you
- How Web3 technologies like blockchain influence customers and what you should do about it
- How to create unforgettable customer experiences in virtual environments and the metaverse
- How to use Artificial Intelligence (AI) to personalize the customer experience and create digital twins
- How to assess and enhance your current customer journey. Without the help of external consultants!
About Joern
Professional Background & Track Record
For nearly two decades, Joern Schlimm has guided international organizations across Europe, the Middle East, and Asia.
- FIFA: Spearheaded marketing and innovation-driven initiatives. This included analyzing the customer journey during the FIFA World Cup Qatar 2022™ and advising on the development of the federation’s comprehensive gaming strategy.
- Top-Tier Consulting: Held leadership roles over many years at PwC and KPMG, focusing on process optimization and international strategy development.
Academic Qualifications & Research
His consulting framework is anchored in deep scientific rigor, ensuring that market trends are not just chased, but strategically validated.
- PhD: German Sport University Cologne. Research focus: How virtual environments, AI, and Web3 revolutionize the fan experience and unlock new revenue streams.
- Publications: Author of numerous peer-reviewed articles (including the International Journal of Sports Marketing and Sponsorship) and book author with Kogan Page.
- Teaching & Faculty Roles: Lecturer at the Business and Hotel Management School (BHMS) Lucerne for Digital Media and Data Analytics. Previously held various lectureships and presented at conferences across the US and Europe.
- Academic Foundation: MBA from Niagara University (New York) and a German Diplom-Betriebswirt from the European School of Business (ESB) Reutlingen.
The Goal: Measurable Growth & Delight
Joern excels at translating complex technological innovations into tangible business opportunities. He empowers organizations to leverage emerging technologies - not as a gimmick, but to craft meaningful experiences, deepen customer retention, and secure long-term growth.
Do NOT work with me if...
...you are not really interested in your customers
If you don’t genuinely care about your customers and just want a quick, short-term spike in profit - there are plenty of other consultants out there who specialize in exactly that.
...you do not want to invest time in your customer experience
Mapping out a truly comprehensive customer journey requires a deep dive into every single touchpoint. That takes time. If you can’t or don't want to invest that time right now, this isn't the right time to start.
...you are chasing quick wins instead of lasting change
One foot out the door? If you’re already mentally checked out, looking for your next gig, and just want to artificially juice your bonus before you leave, let’s not waste each other's time.
Lessons from Themeparks and
Sports
The Fan Factor: What Your Business Can Learn from Theme Parks and the Sports Industry
Why do people wait in line for hours for a roller coaster, or travel across the globe just to see their team play? Because theme parks and the sports industry are the absolute masters of emotional customer retention. They don’t sell products—they sell experiences that forge lifelong loyalty.
As an expert who has analyzed the strategies behind iconic global brands like Europa-Park and FIFA, I help you translate these lessons directly into your business. Together, we will smash traditional silos and implement a radical focus on the customer:
- Emotion by design: How to transform a purely rational transaction into an unforgettable emotional experience.
- Journey optimization: What theme park crowd management can teach you about your digital touchpoints.
- Frictionless tech: How to use AI and emerging tech to invisibly elevate the experience instead of complicating it.
I show your teams how to translate the electric energy of a packed stadium into day-to-day business. It’s time to turn your customer base into a loyal fanbase that stays.
New Customer Experiences in Virtual Worlds and the Metaverse
Virtual Worlds & The Metaverse: The New Dimension of Engagement
The boundary between physical and digital reality is blurring. Whether on established Web2 platforms like Roblox or decentralized Web3 environments like Decentraland, virtual worlds offer brands radically new ways to build emotional customer loyalty. But success doesn't come from just showing up- it comes from creating a deeply relevant experience.
Grounded in research, strategic work for sports organizations and theme parks, I show you how to leverage virtual spaces with purpose. Together, we analyze how gamification, digital assets, and immersive interactions deepen fan engagement and unlock entirely new revenue streams.
I help you clear the technical hurdles and develop a strategy that cuts through the hype: let’s build digital experiences that feel just as real, powerful, and binding as a live stadium visit.