Customer Experience (CX)

The customer experience is the set of emotions/sentiments felt and perceived by a customer before, during, and after purchasing a product or service.

Providing an excellent customer experience will assist you with:

  • Increasing employee engagement
  • Improving customer satisfaction, building brand loyalty, and driving referrals through positive word of mouth
  • Encouraging more frequent, recurring purchases from your customers, and increasing the value of your average basket
  • Realizing gains in the form of operational efficiency and lower service costs

Customer experience is about more than just providing a pleasant experience in-store or online. It also goes far beyond merely conducting quick post-transactional surveys to measure satisfaction and other KPIs, like Net Promoter Score.


Consistently delivering an excellent customer experience can mean the difference between building a loyal following and losing market share to competitors. To stand out in the market, you must become a customer-centric company.

START TODAY WITH LEGER

We offer strategic and operational customer experience (CX) consulting services that empower you to deliver on your brand promise.

Why work with us?

CX EXPERTISE + RESEARCH EXPERIENCE = OPERATIONAL INSIGHTS

At Leger, we are experts in market research, CX, and operations. While other companies may specialize in either research or CX, with Leger, you gain expert knowledge from both worlds (and you eliminate the need to integrate two separate sets of insights!).

First, through collecting, compiling, and analyzing data, we will assist you with understanding which customers (who) act or think a certain way (what), following a specific event or at a specific time (when) and for what reasons (why).

Our CX expert will then guide you on how to integrate and implement the insights you’ve received through research to design the most effective customer experience strategy for your needs.

We offer end-to-end service using a three-step process: Analyze, Recommend, and Execute. We’re prepared to work with you as the leader of your next project or as a collaborator, from start to finish. Alternately, we can step in at any stage of your CX journey, as required.

OUR PARTNERSHIPS

QUALTRICS

In 2020, Leger joined the Qualtrics Partner Network. Qualtrics chose Leger as its first Canadian-owned partner because of our strategic consulting experience.

As a Leger client, you can expect to take full advantage of the Qualtrics platform (or your preferred platform) as we accompany you on your customer experience (CX) journey from end to end.

MEDALLIA

Leger is proud to be a Medallia partner. We leverage the insights generated using Medallia’s award-winning SaaS platform, Medallia Experience Cloud, to deliver added value for our clients.

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience, proudly serving a variety of Canadian brands.

CASE STUDIES

Posted in Blogson 2020-04-01

The Customer Experience in Times of Crisis: 6 Practices to Implement

Posted in White Paperson 2020-02-13

There is a little bit of Leger in the success of… Chocolats Favoris: Accompanying an Expanding Company

WOULD YOU LIKE TO LEARN MORE ABOUT HOW YOUR COMPANY CAN BECOME CUSTOMER CENTRIC? CONTACT US FOR MORE INFORMATION BELOW.