Customer Experience in Eyewear

Customer Experience in Eyewear

Whether for a walk-in visit, an eye examination, meeting with an optician or optometrist, our mystery client programs strengthen your customer journeys and evaluate compliance with your in-store standards by department or service. Our solutions help guide your managers and employees towards the most crucial aspects to ensure performance consistency across your network. Our programs can also be leveraged for competitive intelligence, providing valuable strategic insights into your competitors’ best practices.

See our Mystery shopper programs

With our Hexia platform, our continuous survey programs allow you to capture real-time satisfaction at different stages of the customer journey, whether for a shopping experience (in-store or online), using a service (optician or optometrist), or for the product-related experience received (delivery or collection). You can track key customer experience indicators, including satisfaction at each stage of service and the Net Promoter Score (NPS). In addition to improving your online reviews by encouraging promoters to share their opinions, our solution allows you to proactively intervene with dissatisfied customers.

Learn More about Our Voice of the Customer Surveys

Stand out by enhancing your online reputation with Localtrac. Our platform allows you to maximize the management of your business information across multiple online directories while simplifying the management of your reviews and comments. Instantly broadcast updates of your business across multiple directories from our platform, saving valuable administration time. Online competition is fierce for eyewear, underscoring the importance of a distinctive online presence. Our response templates and automated responses to reviews allow you to maintain a proactive and positive web presence, while improving your efficiency.

Learn More about Reputation Management

Positioning and NPS Surveys

Clearly position the customer experience of your eyewear stores compared to each of your competitors by combining our panel of respondents with your customer lists. You will be able to measure your brand awareness, perception of your brand image, as well as the consumption habits and motivations of your loyal, non-loyal, and potential customers. Moreover, identify change levers and implement effective action plans to propel your brand forward!

Employee Engagement Survey

Identify change levers and implement concrete action plans to mobilize and retain your staff with our employee engagement surveys. Designed to identify obstacles that hinder the mobilization of your teams, whether at headquarters or service teams (opticians, optometrists, technical advisors, receptionists, etc.), these annual surveys provide a diagnosis of satisfaction on the major pillars of the employee experience.

Conferences and Training Workshops

Customize conferences and training sessions for your in-store employees and managers using the results of our customer, employee, and brand experience measurement programs. Our methodology allows you to tailor sessions according to your values and strategic objectives, addressing various themes such as the importance of customer experience, detractor management, transitioning from reactive to proactive, the significance of uniformity, upselling: changing the “lens” experience, customer expectations, creating a winning environment, and more.

Data Analysis and Valorization

By highlighting the most impactful levers, our experts precisely identify your analytical objectives and needs, thus propelling your performance to a higher level. Our customized reports, designed for headquarters decision-makers and branch managers, optimize your results and convert your data into operational, strategic, and marketing advantages. This allows you to focus your efforts on the most influential operational aspects for consumers, whether at reception, professional consultation, or when receiving glasses.

POS displays, brand identity, communication tools, and digital marketing

Trust our team to bring your vision to life with creativity and professionalism. We shape a distinctive brand identity, from packaging to in-store displays, to enhance the customer experience. Our expertise in graphic design creates impactful visual supports: advertisements, promotional materials, and social media campaigns. Each creation reflects the quality and style of your glasses, capturing the attention of customers and prompting them to choose your brand.

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