Customer Experience in the Residential Renovation and Installation Industry
Do your customers receive a hassle-free service experience from purchase to delivery?
Customer Experience in the Residential Renovation and Installation Industry
Do your customers receive a hassle-free service experience from purchase to delivery?
To successfully navigate an industry that involves a customer journey with multiple service stages, it is vital to fully understand customer expectations, implement industry best practices, and innovate with unique, simplified, and visible offers where they have the most impact.
Whether it’s for pool installation, door and window replacement, or other renovation projects, each stage of the customer journey should be marked by an overall positive experience. Our 360-degree approach to customer, brand, and employee experience is tailored to meet your business needs.
Mystery shopper Real Consumer
Lanla offers you a unique methodology: evaluating your services through the experience of a real consumer. Whether it’s for an in-store visit, a meeting with an advisor, follow-up on proposals, using a specialized service, installation, or product repair, our customizable programs will help strengthen your customer journeys and assess the compliance of your standards. Your managers and employees will be guided toward the most crucial aspects to ensure consistent performance across your network.Our programs can also be used to monitor the competition and provide you with valuable strategic insights related to pricing, inclusions, and services received.
Continuous Survey – Voice of Customer
Whether it’s for a shopping experience (in-store or online), customer service (in-store or phone-based), using a service (inspection, repair, or maintenance), or the experience related to the product received (delivery, pickup, installation), continuous surveys are a powerful tool to gather customer perceptions, expectations, and satisfaction at various stages of the customer journey, in real time. By using our Hexia platform, you gain access to an intuitive dashboard, strategic reports, effective management of detractors, and tracking key customer experience metrics, such as CSAT, Net Promoter Score (NPS), and CES (Customer Effort Score).
Hexia.local
Manage your listings, optimize your review responses, and improve your SEO with our local marketing tool. Our Hexia.local platform allows you to save time while maximizing the management of your business information across multiple online directories. Before making a significant purchase, consumers begin their journey online by researching various information such as product types, maintenance options, pricing, and online reviews. Ultimately, these factors have a significant impact on their decision-making process. That’s why it is crucial to have a proactive and positive web presence and to be where your customers are looking for you.
Even more solutions for your renovation and installation services.
Discover how Lanla, with its customer experience, employee experience, and brand experience offerings, can be a strategic asset in the evolution of your business.
Positioning and Occasional Surveys
Are you questioning the decision-making process and motivations of customers when choosing a supplier? Trust Lanla to measure your brand’s positioning and your Net Promoter Score (NPS) by combining your customer list with our respondent panel. Position yourself against your competitors in your industry and drive business growth by measuring your brand awareness, customer perception, and the habits of your loyal, non-loyal, and potential customers.
Employee Engagement Survey
Employee well-being is just as important as customer satisfaction in driving the success of a business. Take care of your employees and identify the barriers that hinder their engagement. Our annual or bi-annual employee engagement surveys are a crucial tool to uncover change drivers and implement concrete action plans to improve team involvement and retention. Whether it’s administrative staff, in-store teams (sales advisors, customer service, warehouse staff, etc.), or installation teams, everyone will have the opportunity to share their feedback!
Conferences and Training Workshops
Do you want to raise your teams’ awareness of the importance of customer experience and engage them in developing a customer-centric culture? At Lanla, our conferences and training workshops are 100% customizable to meet your strategic goals within your industry. Together, we will build sessions focused on the realities of your business, with topics such as: the importance of customer experience, the significance of consistency, managing difficult customers and internal conflicts, and tips and tricks for increasing sales.
Data Analysis and Valorization
Our experts assist you in identifying the most promising drivers of customer experience and leveraging your data by supporting you with advanced statistical analysis methods. With our customized reports, you will be able to maximize your results and turn your data into operational, strategic, and marketing assets. You can focus your efforts on the most decisive factors in customer service, in-store experience, and the services provided by sales or installation advisors, driving progress within your organization.
POS displays, brand identity, communication tools, and digital marketing
Whether you’re looking to build a strong brand story (brand identity, graphic standards, communication audit), create powerful and creative communication tools (technical brochures, annual reports, in-store displays), or offer a memorable digital experience (UX and UI design, digital marketing, online advertising), Lanla is here to help you forge strong connections between your brand and your customers, making your business their trusted choice.
