Managers of these businesses have realized that managing satisfaction solely on social media is not enough!

• They are returning to measuring and tracking key customer satisfaction indicators, focusing on the consistency of the customer experience within the brand
• They are placing more emphasis on proactively managing dissatisfied customers (alert system)
• They seek to better identify and understand their customers’ expectations in order to make better marketing and operational decisions

Furthermore, a strong customer experience program helps engage your employees with the brand and fosters employee loyalty.

For nearly 20 years, Lanla has been helping businesses offer a better customer experience through our consulting and technology. We collect and analyze millions of surveys annually. Over the years, we have completed over 100 customer experience projects in the retirement home sector.

We are able to support you in measuring and managing customer and employee experience at various stages of the customer and resident journey.

The experience in retirement homes offers several opportunities for data collection at different stages of the customer journey. Measurement at each stage will directly impact the strategies favored by different business units (e.g., marketing, operations, etc.).

What do we contribute to?

Lanla thus contributes to:

• Retaining your customers and employees
• Proactively managing customer and employee satisfaction
• Implementing consistency across your brand
• Making better strategic and operational decisions
• Helping your employees deliver a better customer experience and turning them into brand ambassadors
• Positioning your brand image and differentiating it for the creation of signature experiences

Lanla Programs – Retirement Homes

Our programs offer several measurement opportunities depending on the organization’s objectives. Here are some examples applicable to your industry:

• Mystery shopping – Prospecting visits to residences/sales offices in the network
• Mystery shopping – Competitive monitoring – operational or under development residences
• Ongoing survey programs “Voice of the Customer” (prospect – post visit, new residents, integration, residence life)
• Management of presence and reputation on social media
• Brand image (Bx)
• Marketing survey (understanding current and future residents)
• Ad hoc surveys (awareness, brand perception, RPA residents)
• Employee experience surveys (Ex)
• Conferences, consulting, and training
• Making better strategic decisions
• Advanced analysis and statistics (BI)