Improving Customer Experience
to Achieve your Business Goals

Consultancy, Training, Mentorship

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Why Improve your Customer Experience?

A better experience means a higher conversion rate for new customers and an increase in repeat orders from existing customers. The aim is to provide a frictionless and positive experience to generate more revenue without increasing your marketing spend.

The services I offer are shown below but are completely tailored to your business and what you want to achieve from this. A comprehensive audit is usually the starting point which develops into a strategy covering all aspects of customer experience.

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” Steve Jobs

The Services I Offer

Customer Journey Mapping

Improve conversion rates and customer experience by mapping out all of your customer journeys and touch points to reduce friction and pain points.

CX Consultancy

Insightful and practical guidance with developing a customer experience strategy with clear milestones, actions, and agreed deliverables at each stage.

CX Training & Workshops

Highly effective, customised workshops to quickly develop employee understanding of CX principles and how they can apply these to influence customers to buy more.

CX Live Talks

Inspirational talks that will educate your audience on customer experience, behavioural science and marketing - leaving them feeling motivated and inspired.

Measuring Success

Monitor performance of satisfaction, loyalty, and conversion whilst aligning KPIs with customer experience metrics such as Net Promoter Score.

Conversion Rate Optimisation

A review of your site from your customers’ shoes — identifying quick wins and key actions to improve the customer journey and drive more conversions.

What My Clients Say

"Limarah is a genuine expert in this field and provides all her feedback and recommendations in a really easily digestible presentation that makes it painless for those who aren't blessed with this knowledge to understand."
Amy Jones Reviewing Customer Experience Consultant
Amy Jones
Interior Designer
"I worked with Limarah recently and she's brilliant at what she does and provides a really detailed breakdown of how your website is currently performing and suggests what you can do to improve numbers"
Laura Perkes

Over 15 Years of Experience in CX

I spend a lot of time thinking about my experience as a customer. I can’t help it. It’s my passion which I’ve lived for over 15 years. It still shocks me how bad so many companies (often ones we all know) are when it comes to delivering an honest, fun and slick experience. We live in the tech age with so much competition yet few take it seriously enough to really delve into the psychology of their customers.

Delivering a memorable experience drives loyalty far more than points or rewards. We’re all time poor and want convenience and often willing to pay more for a good experience.

I thrive when helping retailers deliver the best customer experience which usually starts within the company as employee engagement is just as important as removing hurdles online.

Limarah Crathorne
Customer Experience Consultant

Next Event

Customer Experience Workshop

  • Thursday, 24th September, 2020 (9am-1pm)
  • The Village Hotel, Bournemouth, BH7 7DZ
  • £249
  • Tea/Coffee Provided
  • Max 10 People

An interactive and highly effective immersion into the latest thinking around customer experience, how to implement it successfully and how it can increase your conversion and customer loyalty.

Designed for eCommerce Managers, Marketing Managers, and Customer Service Managers this group workshop will leave you with real actions to apply to your business along with KPIs and tips on how to measure your changes.


"I've been very impressed with the service I've received. Jacob really seems to really understand the details of my business."
Kim Smith
"A professional accountancy service who operate with a personal touch whom I have used for many years and recommend."
John Williams
“Jacob is very accommodating; he keeps us on track with our accounts and is very efficient on ensuring our tax deadlines are all met."
Liz James

Frequently Asked Questions

Customer Experience (also know as CX) represents the way that a customer perceives a brand based on their interaction with it across the various ‘stages’ a customer goes through as they engage in the purchase of an item or a service.

For customers it is less and less about just the product or the price, it is the end to end customer journey which will determine whether they make a one off purchase with you, or if they will come back time and time again.

Hiring a Customer Experience company is a great way to fully understand your customer journey’s and discover ways to improve the customer experience.

A better experience means a higher conversion rate for new customers and an increase in repeat orders from existing customers. The aim is to provide a frictionless and positive experience to generate more revenue without increasing your marketing spend.

If you’re ready to stand out from the competition and evolve your business by improving your Customer Experience then Customer Experience Consultancy is a great place to start.

Lots of companies lack the resources and expertise to launch an CX program.  With many businesses recognising the benefits of testing and improving, but struggle with the execution.

That’s where working with an expert CX Consultant like me can help take away the strain by designing, managing and implementing your CX strategy.

In addition to my expertise in creating a CX strategy, I offer independent, third-party insights into your business, and may raise questions that you might not have thought to ask.

I use a collaborative approach at every level within a business.

My practical, hands on support ensures that, by working together, we maximise the opportunities which exist within your business.

I also provide bespoke training, coaching and mentoring solutions for all levels of the business to ensure I engage everyone at all levels in terms of what we are doing, why we are doing it and what the benefits will be.

I offer Customer Experience Consultancy to businesses of all shapes and sizes. Whether you’re an established online retailer, a startup, or a web agency looking to expand your offering, I can help. With over 15 years experience in analysing online customer behaviour I can help you grow your business and achieve your goals with real change.

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