How to Turn Social Media Customer Service into a Marketing Strategy
FROM hyken.com
The importance of social media customer service in a marketing strategy
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We measure and manage your customer experience in real time and help you make better decisions
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Our clients
Lanla's team, with its great expertise, flexibility and business support, is an involved partner who is committed to continuous improvement of the Desjardins customer experience.
Mathieu Staniulis
Senior Director Member and Client Experience
Building Tomorrow
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For Groupe Germain Hotels, Lanla's expertise contributes to the excellence of the customer experience within our facilities, making it a partner of choice.
Christiane Germain
Co-President
Caring all the details
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Our clients
Lanla's mystery shopper program and support in developing the skills of our teams make it a key partner in the success of our mission: to enchant and delight Aéroports de Montréal's clientele.
Luc Charbonneau
Director, Commercial, Parking and Ground Transportation
Enchant & Delight
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Our clients
Lanla is a dedicated partner for the implementation and development of the customer experience culture. They help distinguish us from other insurance companies, in particular by its expertise in customer experience management and its interactive survey platform.
Jean Routhier
Senior Director - Customer Experience and Innovation
Outside the box
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Our clients
At Groupe Maurice, we make customer experience not only a priority, but one of the core values of our corporate culture. Lanla accompanies and supports us in our quest to provide an exceptional living environment for our retired residents.
Luc Maurice
President
An exceptional living environment
Transforming customer experience into a driving force
Our services
Insight
“Evolved” Mystery Shopper – A Very Performant Method to Measure the Customer Experience
All recognise the importance of measuring customer experience, but many confuse the concepts of quality of service, client satisfaction and customer experience.
Christian Watier
Président & Chief Science OfficerInsight
A Great Employee Experience: Employees that are more mobilized, customers that are more satisfied and a company that’s more profitable!
Employee mobilization is a data often overlooked by companies whereas it can have a tremendous impact on productivity which in turn effects on the company profitability. Discover the data behind it!
Christian Watier
Président & Chief Science OfficerInsight
Consistency in Business: When Stability Goes Hand-In-Hand With Profitability!
Consistency in business is a key performance indicator in customer experience, which is not very well known but so important nonetheless!
Christian Watier
Président & Chief Science OfficerInsight
Net Promoter Score (NPS): Examining the “Question”
Are you aware of one of the most popular Key Performance Indicator related to the customer experience used in North America and Europe?
Christian Watier
Président & Chief Science OfficerLatest articles
Mystery Shopping ROI: Linking Restroom Cleanliness to Revenue
FROM www.maritzcx.com
When restroom cleanliness affects your customers’ experience.
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Employee Experience Strategy: 3 Tips to Steal From Customer Service
FROM blog.capterra.com
3 strategies to adopt for a successful employee experience
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How to use direct customer feedback to help your staff improve
FROM www.mycustomer.com
Who better to tell you what good customer service should look like than your own customers!
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Text Analytics Is More Than A VoC Feature; It’s An Absolute Must-Have
FROM www.peoplemetrics.com
Why is the analysis of qualitative comments so important?
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For a Successful CX You Must Have a Successful EX
FROM hyken.com
Your employees’ experience plays a key role in your customers’ experience.
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The 10 Worst Customer Feedback Question Mistakes You Can Make
FROM www.genroe.com
The 10 mistakes to avoid when creating a satisfaction survey.
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A Checklist for Superior Customer Service
FROM customerthink.com
What are the essential elements that will enable you to offer superior customer service?
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Measuring Voice of the Customer ROI: Which metrics are right for you?
FROM www.mycustomer.com
VoC continuous survey programs are used to better understand the customer experience within a business. But which metrics should be used to measure return on investment?
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