“Janet LeBlanc’s experience with other large organizations was extremely helpful. She worked closely with us, providing guidance on what to focus on next and where to put greater emphasis. Janet had the knowledge and expertise to help us move forward, create momentum, and make noticeable improvements to the student experience.” - Lucie Mercier-Gauthier, Associate Vice-President, Student Services uOttawa
“Janet LeBlanc knew how to interpret our data in meaningful ways and her recommendations on how to grow our customer experience reputation worked extremely well for us. Our biggest success and lesson is that developing a detailed guest service strategy is not only good business—it’s the way to stay on top of business.” - John Jarvis, General Manager and Chief Experience Officer The Westin Ottawa
“Janet LeBlanc + Associates looked at more than just customer satisfaction. They recommended that we broaden our focus to better understand the end-to-end customer experience and revamped our surveys to measure perceptions and expectations about food offerings, food distribution, service, reputation and price. We received useful metrics in return, which helped us map out priorities and a clear strategy. We very soon began to see results and in 2017, we were recognized with a Best Ottawa Business Award for Best Performance Customer Experience.” - Patrick Genest, Director Food, Conferences and uOttawa Card Services University of Ottawa
“Janet LeBlanc was brilliant at facilitating our strategic sessions and helping us move forward with clarity and a well-organized action plan. One on one, she is very thought-provoking and drives the conversation forward without being challenging. In a group setting, she is effective at bringing different ideas to the table, keeping everyone on track and creating a strong sense of engagement and ownership from all participants.” - Susan Ingram, Senior Director General Service Canada College
Positively influence agent behavior and cultivate a customer-centric culture. by JANET LEBLANC, Janet LeBlanc + Associates Inc.
Driving a customer-centric focus is a continuous journey that calls for commitment and collaboration. by JANET LEBLANC, Janet LeBlanc + Associates Inc.
by JANET LEBLANC, Janet LeBlanc + Associates Inc. published in Canadian Government Executive, September 2011, p. 22