“Customer experience means that every customer interaction is an opportunity to amplify value and create brand die-hards.”
The customer journey experience is a sum of all touchpoints between the brand and the client in the customer life cycle including sales, onboarding, support and the renewal of a product or service. Building a customer-centric strategy combines your available product, services and delivery methods with the customer expectations of your brand.
In an omnichannel world, customer experience management is a unifying strategy from a client’s perspective that’s aimed to improve customer experience (CX) for those who have several points of engagement with a business. Practically, customer journey management involves breaking down traditional systems, departments and channel silos to unify and automate the customer engagement process.
According to the Harvard Business Review: “A good customer experience and a bad experience can both be used to create customer satisfaction and brand loyalty if you respond timeously and with empathy. Most customers who received a response on good or bad customer feedback were more likely to pay more for the product or service.”
We aim to deliver clarity with our customer experience strategy, help you to define clear goals that support the overall business objectives, define the technology and help to implement, drive and report on the customer satisfaction metrics and CX programme in your business.
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How League can help you
Benchmark your CX
We conduct thorough research and assess your current customers’ perceptions and customer experience to determine which approach will have the maximum impact on your customer journey.
Create a customer experience roadmap for your business
We build an insight-led roadmap for customer satisfaction in your digital CX that can be transferred to your overall digital business strategy.
Draw up a CX strategy and plan
We plan and design a CX strategy that takes your brand’s needs into account to build satisfying customer experiences based on data-driven insights and your business’s needs.
Customise and implement your CX technology
We determine and implement the digital tools and software you require to deliver your CX strategy and customise them to support the elements of your customer journey.
Implement, analyse and optimise your CX elements
Our team implements and drives the CX journey with you, ensuring that the “interaction with customer” touchpoints are tested regularly and we measure customer engagement for continuous improvement.
Provide the visibility you need through reporting
Our team delivers visibility of your CX programme and its progress towards your overall CX strategy goals through our intuitive reporting and dashboards.
Let’s do something extraordinary!
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Download our guide on the benefits of CRM as a marketing tool
The purpose of this guide is to help you harness the power of your data to turn your customer relationship management (CRM) system into a revenue generator.Download