Janet LeBlanc, founder and president of Janet LeBlanc + Associates Inc., is an internationally recognized and award-winning expert in customer value and experience management. She partners with organizations to design and implement memorable, branded customer experiences with powerful business and financial results. Janet integrates customer expectations into strategic planning, employee performance management and process improvement initiatives to develop customer strategies that effectively increase customer loyalty, market share and profitability.
Janet has experience working in private and public sector industries including financial services, higher education, electricity, hospitality, entertainment, health care, and construction services. She has also worked with government services departments, crown corporations and professional associations.
Janet’s award-winning achievements include integrating customer value and transformational change into one of Canada’s most recognized brands, Canada Post. Under her leadership, Canada Post won four international awards: an International Business Award for Best Customer Service Organization, a 1-to1 Impact Award for Organizational Transformation, a World Mail Award for Customer Service, and an Aberdeen Industry Achievement Award for Business Evolution. Click here for an overview of Janet’s other awards and recognition.
Acknowledged by participants as one of the top guest speakers at major international conferences, Janet is frequently interviewed for magazine profiles in the area of customer value and experience management. She is an accomplished writer with a Canadian best-seller available in three languages, and is a contributing writer for Contact Centre Pipeline. Her blog, Customer Centricity, regularly features insights in the areas of culture, leadership, customer service, employee engagement, and performance improvement.
Janet holds a Master of Business Administration and was a lecturer of marketing at the University of Ottawa for 10 years at the undergraduate and graduate levels. She is a current member of the Board of Directors of the National Capital Region YMCA-YWCA, where she serves as Chair of its Strategic Planning & Priorities Committee and a member of its Board Governance Committee. Prior to starting her consulting practice, she was responsible for re-engineering a sales and customer service team for a $7 billion corporation and was Director of Marketing for the Coaching Association of Canada.
In 2012, Janet was awarded the Trudeau Medal, the highest honour of distinction provided by her alma mater, the Telfer School of Management at the University of Ottawa, for success in the world of business and community support.
Janet was selected as one of the top 30 Distinctive Women in Ottawa. Distinctive Women profiles internationally-renowned entrepreneurs, spirited and savvy businesswomen and professionals.
Janet was the winner of a Stevie® Award for Women in Business (Best Executive in a Government Sector over 25,000 employees). The Stevie Awards for Women in Business are the world’s premier awards for women executives, entrepreneurs and the organizations they run.
In 2008, Janet was named to the prestigious position of Customer Champion, joining a world-wide community of top-level executives who are the voice of the customer in their organizations and whose efforts help tie customer strategies to bottom-line results.
Don Anderson is a global business leader, consultant and partner of Janet LeBlanc + Associates Inc. He is a leading-edge practitioner in developing and advancing business strategies, integrating sustainable solutions, understanding situational dynamics, creating large-scale influence, and implementing change. Don has extensive experience creating sustainable, customer-focused businesses, driving corporate cultural change and alignment, and developing a rapidly adaptable, self-directed workforce.
With over 25 years working with the C-suite and senior management levels, Don has implemented business strategies resulting in significant business improvements despite market downturns. As a global process owner for Trane, a division of American Standard, Don launched a new business strategy that generated US$100M+ revenue annually and successfully implemented this business model on a global basis. He created regional and local office capabilities to secure and deliver large-scale, energy-based solutions, including performance contracting and service outsourcing.
As leader, Solution Design Center for the Americas, Don consolidated the engineering assets of Honeywell’s North American Building Controls, Fire Alarm and Security business into an engineering business unit with resources in Canada and India. This resulted in a $5M addition to the bottom line of a $100M business.
Don is certified in Six Sigma + Lean process improvement methodologies. For five years he was a member of the renowned Phoenix Group, hosted by process re-engineering expert Dr. Michael Hammer. He is an accredited professional in LEED standards and processes, certified in 2009 by the Canadian Green Building Council. In 2012, Don was a recipient of an “Award of Recognition” from the Ottawa Regional Chapter of the Canadian Green Building Council for his outstanding contribution in championing sustainability in the built environment.
A member of the Board of Directors for the Ottawa Chamber of Commerce since 2010, Don founded and is Chair of its Environmental Committee. Don was a founding member and is the current Chair of the Existing Building Committee, Ottawa Chapter, CaGBC.