Consumer-related services (B2C services)

Consumer-related services serve the end customer directly – whether in the leisure sector, in the provision of supplies, or in personal service. Companies in this sector are in direct contact with their target groups and must meet high expectations in terms of quality, convenience, availability, and value for money. At the same time, they face intense competitive pressure and must continuously adapt their offerings to new trends, technologies, and customer needs.

The ability to respond quickly and flexibly to demand trends is particularly relevant – whether through the introduction of new services, seasonal adjustments, or targeted local expansion. Digitization and automation (e.g., online booking, self-service, chatbots) are also steadily gaining importance.

Typical sub-areas:

Tourism, Hotels & Restaurants: Travel, accommodations, events, catering
Leisure, Sports & Entertainment: Fitness, cultural institutions, theme parks
Passenger Transport & Mobility Services: Taxis, car sharing, public transport, e-scooters, etc.
Media & Communication: Local media, advertising, PR, content services
Public utilities & utility companies: Water, energy, internet, municipal services
Key challenges:

Rapid response to customer feedback & behavior
Staff shortages & high turnover in operations
Regionalization & location-dependent service structure
Need for clear booking, processing & feedback systems
Digital visibility & comparability in crowded markets
Potential for digital procurement:

Regional filtering of providers & locations
Support with digitalization (e.g., automated booking systems, CRM)
Selection of certified service providers for technology, marketing, or maintenance
Efficient partner selection for expansion, restructuring, or relaunch
Access to niche providers for special customer experiences