Customer Experience for B2B Services
Is your B2B clientele experiencing an experience that meets their expectations?
Customer Experience for B2B Services
Is your B2B clientele experiencing an experience that meets their expectations?
In an era where B2B client expectations for professional services are constantly evolving, it is crucial for businesses to center their strategy around customer experience.
To ensure a positive experience at every touchpoint—whether digital, by phone, or in person—it is essential that your clients feel valued, your employees are aligned with your values, and information about your services is easily accessible. A strong and memorable brand image also helps anchor your business in the minds of your current and future clients.
By partnering with Lanla, a leader in customer, employee, and brand experience, you gain the expertise needed to enhance and optimize the experience you offer.
Mystery shopper
Our mystery shopper programs are based on feedback from B2B customer journeys. Customize your programs to suit your needs and the types of clients (prospective or current) you wish to analyze. Assess the performance of your services, whether it’s through phone, in-person, or digital experiences.
Our mystery shopper programs help guide your strategy, particularly in areas such as order processes, follow-ups, and communication. Whether you want to evaluate the performance of your sales or after-sales teams, we provide in-depth analysis that helps you identify pain points and highlight areas of success. By also monitoring your competitors, you can adjust your offerings and approach to strengthen loyalty and encourage positive word-of-mouth for your brand.
Continuous Survey – Voice of Customer B2B
Enhance your understanding of your B2B clientele with our Voice of the Customer (VoC) survey programs, which continuously measure satisfaction across various touchpoints in the customer journey. These surveys can be deployed after an order, delivery, technical consultation, or customer service interaction, providing immediate and relevant feedback.
Through our Hexia platform, gain clear insights into customer satisfaction while tracking key metrics such as the Net Promoter Score (NPS) and Customer Effort Score (CES). Encourage satisfied customers to leave positive reviews on social media and respond quickly to resolve any dissatisfaction with our alert system.
Hexia.local
With Hexia.local, centralize the management of your essential information across various directories to strengthen your local presence and attract more potential B2B clients. Easily publish and update details such as your business hours and attributes on Google Business Profile to stand out from competitors.
Through our platform, manage your data, respond to reviews, and adjust your communications using customizable templates. Monitor your local performance with detailed reports on organic search rankings, online reputation, and keyword positioning.
Even More Event Solutions
Discover how Lanla’s offerings in customer experience, employee experience, and brand experience can help grow and retain your B2B clientele.
Positioning and NPS Surveys
Measure your company’s brand awareness and perception by strategically positioning yourself against your competitors. Our targeted surveys allow you to reach and engage your loyal, non-loyal, and potential customers by combining your client lists with our respondent panel. This enables you to identify key areas for change and develop personalized action plans to achieve your objectives. These customized surveys address your specific needs, helping you measure customer satisfaction, understand clients’ decision-making processes, and assess how well your organization is fulfilling its promises. They are also highly effective for refining your customer segments (personas).
Employee Engagement Survey
Employee engagement in the B2B sector can significantly impact both productivity and customer satisfaction. With our annual or semi-annual surveys, you can gain a deeper understanding of the needs and motivations of your teams, whether at headquarters, technical advisors, or administrative staff. You will identify barriers to engagement, encourage continuous professional development, and foster the implementation of strategic action plans. By listening to employee feedback, you can create a positive work environment and transform your teams into true brand ambassadors.
Conferences and Training Workshops
Maximize the impact of your customer, employee, and brand experience evaluation programs by training your teams through our customized conferences and workshops. We help you design training sessions aligned with your values and objectives, covering key topics such as raising awareness of the importance of customer experience, managing negative feedback, techniques for overcoming objections, developing relational skills, and leadership. Our approach ensures dynamic sessions tailored to the specific needs of your industry, guaranteeing the optimization of your teams’ skills.
Data Analysis and Valorization
Lanla offers a tailored approach to data analysis and value creation. Leveraging the expertise of our professionals, we help you quickly identify the key drivers of change that have the greatest impact on your B2B clientele. We support you in transforming your data into operational, strategic, and marketing assets to optimize your results. With over 20 years of experience, our detailed reports and actionable recommendations are designed for both managers and department heads.
Environment, brand identity and promotional tools
A strong brand identity, supported by the right communication tools, is essential for increasing your company’s visibility, reputation, and credibility. Our team offers creative and customized solutions, ranging from the design of impactful digital visuals to internal documents such as annual reports, presentations, and employee experience programs. At Lanla, we help you create unique and memorable brand images that set you apart from your competitors.
