Make Employee Recognition Part of Your CEM Strategy
Positively influence agent behavior and cultivate a customer-centric culture. by JANET LEBLANC, Janet LeBlanc + Associates Inc.
Effective CEM Requires Engaged Leadership
Driving a customer-centric focus is a continuous journey that calls for commitment and collaboration. by JANET LEBLANC, Janet LeBlanc + Associates Inc.
How to Improve the Perception of Value
by JANET LEBLANC, Janet LeBlanc + Associates Inc. published in Canadian Government Executive, September 2011, p. 22
Linking Customer Experience Metrics to Compensation
by JANET LEBLANC, Janet LeBlanc + Associates Inc.
Customer Experience: The Ultimate Innovation
by JANET LEBLANC, Janet LeBlanc + Associates Inc.
Creating a Customer-Centric Culture
Culture is a key force contributing to a company’s success. It is also one of the most difficult attributes to shape, change and evolve. by JANET LEBLANC, Janet LeBlanc + Associates Inc.
Best-in-Class Problem Management
Managing problems effectively with a quick resolution and a sincere, empathetic apology enhances customer loyalty and positive word of mouth. by JANET LEBLANC, Janet LeBlanc + Associates Inc.