A Checklist for Superior Customer Service
FROM customerthink.com
What are the essential elements that will enable you to offer superior customer service?
Read more >
We measure and manage your customer experience in real time and help you make better decisions
Meet
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
Meet
Our clients
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
Meet
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
Meet
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
Meet
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
The Cure for the Survey Fatigue Epidemic
FROM go.clarabridge.com
Surveys are a mainstay of customer experience measurement programs. It is important to use them strategically, however, to avoid boring your customers to tears!
Read more >
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
Read more >
The future of CX Measurement
FROM www.forrester.com
Innovation in customer experience measures and practices: surveys, data sources and analytics are evolving.
Read more >
The Importance of Simplicity in Customer Experience
FROM www.customerbliss.com
Simplicity, design and quality are key in retaining customers and among the main pillars of customer experience.
Read more >
8 Things Your Competitor can Teach You about Customer Experience
FROM customerthink.com
Understanding your competitors, outperforming their methods and filling the gaps. Here are 8 elements to improve your customer experience through your competitors.
Read more >
What the Best Companies Do That Yours Doesn’t!
FROM beyondphilosophy.com
While an increasing number of companies are focusing on customer experience, why are some companies more successful at it than others?
Read more >
6 principles of personal relationships vital to CX
FROM www.mycustomer.com
Here are 6 essential principles to build a lasting relationship with your customers.
Read more >
How Can Surveys Boost Staff Retention?
FROM surveyswonk.com
Companies, which implement employee experience measurement programs, tend to have a much higher employee retention rate.
Read more >