Customer experience is probably a bit of a buzz word in many industries, with various degrees of successful implementation.  In a personal service industry such as home health care/senior home care, customer experience should be the primary focus.  

Using the latest in Covert Video Mystery Shopping technology, we send qualified evaluators to conduct visits at your establishments. Our editing team will refine the footage of one visit down to an interaction-based video that shows each key staff interaction along with images of the facility conditions.

We can answer all these questions for you in a timely and organized way:

Are all my team members following company processes and procedures?

Are all my team members embracing our brand and providing a delightful experience each time a customer contacts us?

Are the investments in process, training, coaching, and compliance guidelines being maximized?

Are my team members managing the inventory properly?

Are my brand standards being adhered to across my organization?

Are my team members able to adjust for age groups and understand/relate to the potential customer?

Are my team members establishing a good rapport with prospective clients?

In home health care, your customers are: your clients, their family members, and other responsible parties, professionals who refer to you, and those who make up the care team (attorneys, trust officers, doctors, physical therapists, Medicare home health staff, and many more), and your caregivers. They all have a certain level of trust in you. The more trust they have, the better your reputation is. As a result you will be able to improve profitability. 

Managing both online, and offline reputation is making sure your presence is positive, widely broadcasted, and consistent.

Find out:

If your customers are leaving feeling delighted with the experience they just had

If your customers are delighted with the standard of living they have

How your customer service is being perceived

How to turn reviews into a competitive advantage

How to get a customizable and fluid customer survey program

How to ensure your company name and information is consistent across all the channels

How to be found everywhere

How to receive a content-based training program and maximize results

Have you set clear expectations? Do they love what they do and create great customer experiences? Have they been given the tools and training to perform well? Your employees are the frontline champions of your company, and that’s a great business outcome for you.

Elite CXS’ Employee Engagement solutions provide you with the tools to know what your employees think about working for your brand, if the customer experience is the focus, and if they believe they have the needed tools and training to perform like champions. We analyze all the received data points and provide you with actionable recommendations that show you how investments in employees will improve the customer experience, reduce costs, increase revenues, and mitigate risk for your brand.

Find out:

If your employees really love coming to work every day

What your employees think of your process and procedures

What feedback your employees would recommend for improving customer experience and profitability

How you can link the impact of employee satisfaction to customer satisfaction, costs (e.g., labor), revenue, and profit

How to improve your employee retention

How to measure the effectiveness of employee training

By 2040, the senior population aged 85 and above will have exceeded 14-million. This is an increase of 143% from 2013. The statistics suggest that life expectancy has risen, and will only continue to do so. That means, there will also be a surge in the need for home care services, as a larger number of senior citizens will want to rely on qualified home care. 

These people will have a lot of options to choose from. What really closes the deal for you over your competition?

Elite CXS will help you stay ahead of your competition and deliver a level of customer experience that will delight and create customers for life. 

With our services you can:

Find out how you are stacking up against your competition

Identify the strengths and weaknesses of your competitors

Develop and communicate a distinct market advantage over your competition

Compare what is being said about you to your competition across the web

Websites are the face of your company no matter what you do.

When you are targeting seniors on the web there is a lot to take into consideration: the fonts you use, the language you speak, and the structure of a page. They must be able to easily understand how to use it. You also can not forget their families. They play a huge role in whether they will come to you or not. Besides being functional, the look of your website has to give them a feeling of comfort, security, and trust. 

Our digital team knows exactly who your target audience is, what they like, and how to get their attention. 

Do you want to:

Have a modern and stylish website?

Have functionality that brings results?

Have continuous maintenance that you never have to think about?

Attract more customers to your website? 

Display relevant & engaging content?

Increase occupancy?

Get in touch with our digital specialists to get your business to the top of the digital world.

Great businesses thrive on positive online reviews and word of mouth. When you get a negative review, it can be a deal-breaker for your company. 

Take control of your brand and solve customer issues! 

View all your reviews from 150+ sites in one interactive dashboard. Filter your review feed by rating, time period, or by the source to identify which areas and sites to focus on. TrueVoice CX sends you new review alerts via email or SMS so you don’t miss a word.

Find out:

How to turn positive customer surveys into reviews on the web

How you can monitor, manage, and respond to reviews from 100’s of potential sites from one place

How you can see everything that is being said about you across the web

How to manage your customer conversations from one place

What people say about your business

How to turn reviews into a competitive advantage