Interview with Canada Post Director Customer Value Janet LeBlanc

Janet Le Blanc, Director of Customer Value Management for Canada Post was inspired by Bradley Gale. Le Blanc, a presenter at IQPC’s Call Centre Canada conference, recognized that many of Canada Post’s executives and sales account teams were unable to communicate. They were unable to clearly communicate the value the company provided to customers. Le Blanc set out to create value for the customer by identifying what made the company different than its competitors. Why choose Canada Post instead of an alternative? Now Canada Post customers have noticed improvements that make their customer experience better and more valuable. Le Blanc is regularly asked “how were you able to have such an impact on an organization like Canada Post”? Le Blanc recognizes the challenges of a public sector company complete with a unionized workforce. Sometimes this doesn’t provide for an environment that is conducive to a customer-focus but Le Blanc has led Canada Post to realize the link between customer experience improvements and bottom-line results and recognize the many important benefits. Le Blanc focuses on linking improvements to customer value metrics; process improvement initiatives need customer feedback for validation. The Canada Post performance management system is integrated within their organization so that employees assign accountability across the entire organization for the customer experience. Her team built a framework that examines the customer experience across factors such as product features/benefits, product delivery, price, customer service and the overall branding of the business. Janet Le Blanc will be speaking on Tuesday August 18th at 3pm at Call Centre Week Canada at The Fairmont Royal York Hotel in Toronto, Canada.