Advanced Feedback is pleased to announce the launch of it’s entirely redesigned website at AdvancedFeedback.com. The site has a completely new look and provides users with an overview of all customer experience management tools.
Along with a multitude of varying mystery shopping services, Advanced Feedback is happy to announce our newly designed and reformed video shopping services. Our professional video mystery shopping services provide you with the tools and technology to see exactly what is happening between your employees and your customers. Our services not only provide insight into the experience of a customer, but actual, objective evaluation of your team’s selling skills. Concealed cameras film the entire presentation from greeting to closing.
Businesses hoping to take customer service to the next level can benefit with our services by:
1. Professional and affordable video shopping services for any industry
2. View customer flow and analyze performance gaps
3. Monitor procedures and implemented initiatives
4. Evaluate new hires and staff veterans
5. Are your employees ethical and interested in customer needs?
6. Motivate your sales team and drive them to produce results
7. Video is highly effective in sales meetings and training seminars
8. Evaluate your competition
9. A real, authentic, recorded customer point of view
10. Visual presentations show you exactly where changes need to be made
11. Stimulate friendly competition between your top performers
12. Establish total awareness of your sales or business environment
Howard Puterman, VP and General Manager of Enterprise Rent-A-Car, states “Advanced Feedback has been servicing my needs for the past eight years and has been absolutely terrific. They are always responsive to our ever-changing needs.”
Contact them today to see how we can offer you totally customized sales and customer service inspections.
Showing posts with label healthcare. Show all posts
Showing posts with label healthcare. Show all posts
Tuesday, May 14, 2013
Friday, April 26, 2013
Mystery Shoppers Knock on Healthcare's Door!
It discusses increasing use of research initiatives such as mystery shopping by Healthcare industry and various ways in which it is being utilized as a customer service tool by different segments of the healthcare sector.
(Archive Advancedfeedback.com SAN DIEGO, CA, Aug 22, 2006) – Mystery shopping has been used to enhance customer engagement initiatives in most service industries, such as Hospitality, Retail, Automotive, and Financial Services for a very long time now. Is the Healthcare community finally embracing the benefits of this vital service and sales improvement tool as well? The answer appears to be yes.
Healthcare has traditionally limited itself to long-term approaches such as customer surveys or physician surveys. However, due to the competitive nature of today's technologically savvy and demanding "shopper", it seems the industry as a whole has woken to more aggressive techniques for fast acting monitoring and feedback such as mystery shopping.
Zachary Hooker, President of San Diego based Advanced Feedback, a leader in mystery shopping says, "Though we have been servicing almost all areas of the service industry for more than a decade now, this is the first time we have seen some activity on the Healthcare front. It looks to be pretty promising and long term."
"Mystery shoppers" posing as patients evaluate the facility by placing appointment calls, information calls for pricing, visiting the facility, faking symptoms, making special requests and sometimes staying in the facility overnight. The medical centers and facilities who have undertaken the services lately, believe that a number of changes have been made as a result of the practice including improvement in employee behavior, change in ambiance of waiting room and reception areas, more concern towards patient privacy and lesser wait times.
While like most other research techniques, mystery shopping gives insights into ways to improve patient interaction, identifies problems in service, and increases customer loyalty, one of its most effective uses is the aid it provides in explanation of customer survey results, that is, its ability to explain the customer feedback or response.
The "Mystery Shopping" approach seems to be particularly popular amongst mid size and small size segment of the industry. This is possibly due to the stiff competition and evaluation the smaller clinics and nursing homes face. Larger organizations also benefit from the service by using mystery shoppers from within their patient database, as well as those out-of-plan. Certainly, the fast turn around time, immediate results and comparatively lower cost of service makes it an attractive feedback and training tool.
"The foray of Healthcare into the Mystery Shopping arena is a welcome move and we look forward to the customer service initiatives it will promote in the sector." Comments Zachary Hooker from Advanced Feedback.
Advanced Feedback has over 15 years of experience in doing mystery shopping and customer engagement surveys. For more information, please visit www.advancedfeedback.com or write to Zhooker@advancedfeedback.com.
(Archive Advancedfeedback.com SAN DIEGO, CA, Aug 22, 2006) – Mystery shopping has been used to enhance customer engagement initiatives in most service industries, such as Hospitality, Retail, Automotive, and Financial Services for a very long time now. Is the Healthcare community finally embracing the benefits of this vital service and sales improvement tool as well? The answer appears to be yes.
Healthcare has traditionally limited itself to long-term approaches such as customer surveys or physician surveys. However, due to the competitive nature of today's technologically savvy and demanding "shopper", it seems the industry as a whole has woken to more aggressive techniques for fast acting monitoring and feedback such as mystery shopping.
Zachary Hooker, President of San Diego based Advanced Feedback, a leader in mystery shopping says, "Though we have been servicing almost all areas of the service industry for more than a decade now, this is the first time we have seen some activity on the Healthcare front. It looks to be pretty promising and long term."
"Mystery shoppers" posing as patients evaluate the facility by placing appointment calls, information calls for pricing, visiting the facility, faking symptoms, making special requests and sometimes staying in the facility overnight. The medical centers and facilities who have undertaken the services lately, believe that a number of changes have been made as a result of the practice including improvement in employee behavior, change in ambiance of waiting room and reception areas, more concern towards patient privacy and lesser wait times.
While like most other research techniques, mystery shopping gives insights into ways to improve patient interaction, identifies problems in service, and increases customer loyalty, one of its most effective uses is the aid it provides in explanation of customer survey results, that is, its ability to explain the customer feedback or response.
The "Mystery Shopping" approach seems to be particularly popular amongst mid size and small size segment of the industry. This is possibly due to the stiff competition and evaluation the smaller clinics and nursing homes face. Larger organizations also benefit from the service by using mystery shoppers from within their patient database, as well as those out-of-plan. Certainly, the fast turn around time, immediate results and comparatively lower cost of service makes it an attractive feedback and training tool.
"The foray of Healthcare into the Mystery Shopping arena is a welcome move and we look forward to the customer service initiatives it will promote in the sector." Comments Zachary Hooker from Advanced Feedback.
Advanced Feedback has over 15 years of experience in doing mystery shopping and customer engagement surveys. For more information, please visit www.advancedfeedback.com or write to Zhooker@advancedfeedback.com.
Thursday, April 25, 2013
Secret Shopping Enters Brave New World
Legislation Prompts Increased Use of Mystery Shopping Into Healthcare and Government Realms
(Archive - advancedfeedback.com - SAN DIEGO, CA, Apr 15, 2009) – Traditionally, mystery shopping has been thought of in terms of the private sector, but increasingly public entities have turned to this service for monitoring compliance with regulations or measuring customer service levels (though the latter is primarily found in the UK.) As a result of legislation passed last year (HR 6331) that might be changing, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. "It may the dream come true for many Americans" who wish for greater accountability and higher customer service levels from their government, commented Mr. Adams.
While the law passed last year deals with Medicare Advantage and how it is marketed to the public, it may be a portent of things to come, he speculated. (Specific concerns were allegations of 'bait and switch', 'misrepresentation' and 'misconduct' on the part of agents and brokers.) "It could well be that this model could be a harbinger of things to come. In this case, both the government and private agencies have seen the wisdom of using secret shopping as a means for ensuring compliance, but our hope is it will be used to increase customer service awareness as well", he concluded.
(Archive - advancedfeedback.com - SAN DIEGO, CA, Apr 15, 2009) – Traditionally, mystery shopping has been thought of in terms of the private sector, but increasingly public entities have turned to this service for monitoring compliance with regulations or measuring customer service levels (though the latter is primarily found in the UK.) As a result of legislation passed last year (HR 6331) that might be changing, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. "It may the dream come true for many Americans" who wish for greater accountability and higher customer service levels from their government, commented Mr. Adams.
While the law passed last year deals with Medicare Advantage and how it is marketed to the public, it may be a portent of things to come, he speculated. (Specific concerns were allegations of 'bait and switch', 'misrepresentation' and 'misconduct' on the part of agents and brokers.) "It could well be that this model could be a harbinger of things to come. In this case, both the government and private agencies have seen the wisdom of using secret shopping as a means for ensuring compliance, but our hope is it will be used to increase customer service awareness as well", he concluded.
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