Loyalty and customer experience

Nowadays, enterprises focus on the customer life cycle of each level of cooperation.Enterprise for cognitive style tends to multi-channel customer experience.In addition to the optimization of interpersonal communication in the real world, improving digital experience is becoming as important, both is becoming more and more inseparable.

At the same time, companies want to improve customer loyalty, and repeat customers and expand the brand reputation.The traditional loyalty programs will continue to play a role, but must break through the inherent rewards and incentives.Loyalty strategy should be to have a better understanding of the target customer group and improve interaction relevancy, so as to deepen customer relationships.

The link between the customer experience and loyalty is obvious, if there's not a good experience, loyalty, if lack of loyalty strategy involving digital and real experience, I'm afraid can't realize the differentiation of loyalty programs.Loyalty and customer experience are the same as create basic conditions for cultivating customer relationships, rather than simply focus on a particular transaction.They can change the customer's perception of a product or service, selection, use and support, to reduce the risk of customer churn.

How can we help

Our goal is to provide the customer the required flow experience, to strengthen the control to the customer.Combining data and customer insight, we hope that in every link of customer journey - from customer acquisition and development, to customer commitment and maintenance - create world-class experience.To this end, we will work with you to solve the following problems:

• Whether enterprises have truly differentiated brand positioning and the target group?Focus on core customer base is critical - often brands trying to attract all kinds of people, to experience a lack of features, instead of any people are less attractive.
• Whether the present customer relationship model really reflects the customer's behavior change?Enterprises should revolve around customers and to adjust the business model, not product or service and development to maintain consistent experience in each contact.
• Support customer experience excellence enterprise culture?All consumer goods companies should make efforts to develop high quality pure, long-term stability, characteristic of experience, and the experience linked temperament with the enterprise and brand image.

In addition, in the global retail, hotels, airlines and consumer service industries, L.E.K.For many of the largest and most innovative support loyalty programs.Will benefit from these experiences, we were able to "real loyalty" behind all sorts of different driving factors combined with direct motivation behavior, will be applied to the entire customer journey.Our specific services include:

• Find the customer pain points, design the corresponding solutions

• Look for opportunities to please the customers

• Development of loyal to the brand characteristics, have differentiated competitive and cost effective, at the same time, effectively improve customer loyalty program

• According to the demand change to modify existing loyalty programs

• Into the personalized elements, gaming and superior experience, improve loyalty in the entire customer life cycle

• Assessment results, provide the basis for continuous improvement customer experience

The client's return

• Customer support will enhance the brand loyalty and profitability

• Between the customer good reputation will help decrease the cost of sales

• High return on investment (ROI) of the differentiation of customer experience

• Enhance service ability for the target customer groups

Successful cases

If want to further understand that we can offer help, please refer to the following case:

• We help a global hotel group to build innovative customer service mode, make the target revenue growth of more than 40%.

• Characteristics of a supermarket chain hiring L.E.K. to help design their attractive unique customer experience, improved customer satisfaction, and makes the comparable sales increased by 20%.

• We are working with a major airline, to adjust its incentive scheme, to ensure the best benefit of customer behavior, become the industry benchmark for colleagues rushed to imitate.