Elite CXS is an innovative company that has a fresh take on the customer experience. Our focus has always been rooted in the improvement of the customer journey. The founders of Elite CXS all came from backgrounds in the monitoring, measurement and management of the customer experience. Their expertise proved to be a winning combination in helping both small to medium size business and large national/international enterprises.
We are proud to be a Veteran Owned Small Business and work every day to promote veteran awareness and to improve quality of care and life for all our veterans.
David HartleyChief Executive Officer
Marguerite TurnerDirector of Mystery Shopping Operations
Amy MercadoDirector of Workspace Experience
Oleksandr Bredikhin Senior Developer
Anastasiia BredikhinaEditing Coordinator
Bob KlenkAccount Executive
WE LOVE WHAT WE DO!
WE LOVE BEING CREATIVE!
WE ARE ALWAYS FOCUSED!
Our Expertise and Philosophy
The success of your business is our utmost concern at Elite CXS. Simply put; your success is our success. Elite believes in a comprehensive approach to CX management. We have had great success by approaching all aspects of the customer journey to give our clients a 360-degree view of their business. Our approach is different from our competition because we do not stop at data collection. A “data dump” leaves you to sort out the plan of action while wading through a ton of data. This approach has been proven to be ineffective and time consuming for the client.
A strong integrated Customer Experience management program that combines Voice of Customer, Mystery Shopping and Employee Engagement under one reporting umbrella gives you the competitive edge your company needs to achieve or maintain market dominance. Understanding the true Voice of the Customer can help you to understand what the world is saying about your business.
This will help to determine, meet and exceed your overall program and campaign goals. By combining our TrueVoice CX, Mystery Shopping, Auditing, Competitive Benchmarking, Employee Engagement and targeted Market research provides you with a 360-degree view of your operation.
State-of-the-art reporting tools and analytics pull out trends in customer feedback, mystery shopping results, competitor analysis and employee awareness and we use that information to draw conclusions that helps our clients improve their operational, sales, and financial performance.
Integrated Dashboard views give you instant snapshots of overall and comparative performance. Detailed reporting is available at your fingertips and executive summary reports are provided by Elite CXS with key statistical findings and recommendations
In our early days, Elite CXS recognized a strong demand for a higher quality covert video mystery shopping program. We focused on this segment of CX management for our first two years and designed a covert video mystery shopping program that is unparalleled in the industry still today. We raised the bar on quality for evaluators, editing features, methods of delivery and program options.
We turned the program into something that could not only be used by the management on the store level but a tool that could be utilized by an executive management team. We have carried this same approach through to our full suite offerings today. Total quality management is a key underlying driver to everything we do and deliver for our clients.
Certified evaluators/auditors = better customer experience feedback – We take time to understand our clients and their customers, and then we cross-reference our database of experienced evaluators/auditors to find just the right fit for their mystery shop and auditing assignments.
Our goal never changes: to deliver powerful, informative, actionable evaluations for every client – To do that, we certify each evaluator/auditor based on our clients’ unique acceptance criteria, and we create detailed instructions for every evaluation/audit. This ensures that evaluators and auditors can make the necessary observations and report on the information our clients need to know.
Elite has the ability to process huge amounts of data including written reports, video footage and statistical information into manageable reports, highlight reels and actionable analytics. We take it one step further by creating training modules for your team to reinforce core values and to introduce best practices for increased customer satisfaction and efficiency. Our auditing program was designed to measure key performance indicators to get a true gauge on each of your locations. This step allows for the greatest standardization throughout your network of locations to protect your brand and promote excellence.
Treating our people as we would want to be treated – We believe that when you focus on your employee’s well-being, they will take great care of your business. Actively listening to, understanding and openly communicating with our employees is a central focal point to who we are.
Being Honest – We believe that honesty and integrity are the soul of our business. We are open and transparent with everything we do. We are also realistic and always upfront with communicating what we can and cannot do. We are strong proponents of “Clients for Life” and work hard every day to carry that message and theme to each of clients.
Creating Value – Value creation is a cornerstone of our business both for our clients and internally. Whether it is helping our clients effectively monitor, measure and manage their customer experience journey or working internally to find a more efficient way to deliver our service.
Enjoying What You Do – We believe that an office should be a safe and comforting place. When people enjoy what they do, who they work with, and where camaraderie and laughter are encouraged; productivity and quality increases tenfold.