Whether it’s mapping customer journeys, installing a new platform or training your customer service teams, we have you covered.
Increase loyalty and revenue, reduce workloads and cost, and deliver true end-to-end CX excellence with Liminal’s EMBED framework.
Our people-processes-platform methodology has been honed over two decades in sports CX.
High-level strategy or detailed integration? Our team can cover everything you need to plan, decide and deliver a fast, cost-effective improvement project.
Examining the effectiveness of people, processes and platforms, using metrics including % of queries by purchase phase, time to resolution, % contact rates.
Identifying every touchpoint of the end-to-end fan journey, deciding how to optimise, then measuring conversions.
Understanding how your club compares, implementing dashboard analytics, revealing focus areas, and tracking and improving NPS and CSAT scores.
Creating cohesion and gaining buy-in from your people, setting priorities and delivering success as a team.
Doing everything required to deliver quick wins and lasting change with due regard to budgets, impact v effort and continual measurement and improvement.
Two decades in sports CX, marketing and communications have taught us three interweaving elements will make or break the fan experience.
Are you able to accurately forecast demand for customer service agents, attract the right talent and onboard them directly?
Are your platforms integrated, allowing you to reduce inbound queries, and automatically respond to customer queries?
Do you have the core platforms/software in place so you can measure performance across teams?
Part sports fanatic and part technical whizz-kid, Claire combines 20+ years in customer experience, marketing and communications with deep platform expertise and a passion for the packed stadium experience. Covering everything from strategy to delivery and testing and measurement, Claire leads the Liminal team.
Liminal brings people, process and platform together so you can deliver exceptional service.
