“We engaged Janet LeBlanc + Associates because we wanted an experienced business and customer experience strategist to help our team become more proactive in dealing with the needs of the people we serve.
“Meaningful engagement with our leadership team began at the very first meeting. In the strategy session, Janet helped us define what we needed to do in order to achieve our strategic objectives. Next, she helped us break things down into tasks and define who was going to take ownership of each task. It was a very collaborative experience.
“Janet and her team were very organized in their approach. They performed an audit of 100-200 calls and examined all the inquiries and responses that came into and out of our office within a 12-month period. They synthesized that data and were able to provide key insights into how to dramatically improve the customer experience.
“The results of the audit helped us identify the challenges that we may have from both a staffing perspective and a customer experience perspective. For example, we discovered that people prefer to look up answers and do their own research online rather than call us. By putting clear answers to the most common questions into a self-serve environment, we were not only freeing up valuable resources, but we were also serving our customers better.
“Working with Janet was very enlightening. Based on what I’ve heard from our support team, what we learned has helped us make tremendous improvements.”
Marc N. Lafrance
Director, Marketing and Member Services
Canadian Real Estate Association (CREA)
As one of Canada’s largest single-industry trade associations, the Canadian Real Estate Association’s membership includes more than 100,000 real estate brokers, agents and salespeople who work through 100 real estate boards and associations across Canada. CREA’s staff responds to an average of about 3,000 calls per month.