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 METRICX
We offer strategic and operational customer experience (CX) consulting services that empower you to deliver on your brand promise.
Our team is led by a CCXP (Certified Customer Experience Professional), certified through the Customer Experience Professionals Association (CXPA), and backed by an experienced team of VoC solution specialists and online community experts.
Why work with us?
CX EXPERTISE + RESEARCH EXPERIENCE = OPERATIONAL INSIGHTS
At Leger MetriCX, we are experts in market research, CX, and operations. While other companies may specialize in either research or CX, with Leger MetriCX, 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.
LEGER AND THE QUALTRICS PARTNER NETWORK
Have you heard the news? In 2020, Leger joined the Qualtrics Partner Network. Qualtrics chose Leger as its first Canadian-owned partner because of our strategic consulting experience.
“Leger and Qualtrics offer you the best of both worlds. Qualtrics is the most powerful and efficient XM platform in the world, and Leger is known for providing the most pertinent customer experience insights in Canada. This partnership creates a unique and unparalleled offer for the Canadian market.”
– Jean-Marc Leger, President, Leger