Legrand: Customer Experience

A 360-Degree view of the customer journey

Legrand AV, the parent company of leading audio-visual brands, sought to evaluate current customer experiences and pinpoint opportunities to positively impact services across its brand portfolio.

Assessing Current Experiences

Working with one other researcher I led field studies to observe and understand key touchpoints Legrand's customers had with support staff, products, and services. The research provided a baseline for understanding the scope of consumer needs, experiences, and expectations.

Interactions with Legrand Staff

We attended sales meetings to gain a deeper understanding of the start of the sales cycle.

By observing customer service calls, we were able to fully understand the spectrum of inquiries and think about solutions to common customer questions that could ease call volume.

Conversations with Customers and End Users

One-on-one conversations with specifiers, engineers, installers, and end users helped better understand specific pain points experienced while interacting with the each of the brands.

Documenting the end-to-end consumer journeys helped identify painpoints, feedback loops, and gaps throughout the customer experience.

Mapping the Customer Journey

The discoveries, interviews, and research findings informed the development of a comprehensive hybrid journey map/service blueprint that outlined the key touch points, falloff points, and feedback loops within the customer experience. Documenting the current customer journey helped drive commitments to changes that led to an improved customer experience.

Recognizing Unique User Needs

Qualitative research with customers to identify and understand their unique needs resulted in the development of persona-based journey maps which enabled the team to more deeply understand the diverse experiences and interactions of each customer segment.

Outcomes and Impacts

Insights from the research helped to prioritize further improvements led by the Legrand customer experience team. Additionally, ongoing research efforts are conducted regularly to evaluate progress and identify areas for improvement.

Online and Offline Impacts

Guided by this work, Legrand began work to consolidate its branded web experiences into a single, cohesive digital platform.

Other long-term changes included optimizing offline customer touchpoints like return and replacement processes.

Radical Collaboration

To foster more effective collaboration, the company implemented a design thinking training program.

Recruiting Internal Champions

By adopting a team-based approach, a diverse group, including finance and fulfillment members, now work together to close gaps in service delivery.

Continuous Improvements

Regularly revisiting the qualitative research helped the team to understand the impact of their improvements, identify areas of the customer experience that need further attention, and track how customer needs and expectations shift over time.