Sustaining an audience is hard

Sustaining an audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought, of purpose, and of action over a long period of time.” He was talking about his route to music stardom, yet his words are just as applicable to the world of customer experience.

Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating, and consumer choice and empowerment are increasing.

No matter which retail sector you are in, it is imperative to actively seek to “wow” your customers by providing unique and exceptional customer experiences and set your organization, brand, and/or franchise apart from the competition. EliteCXS offers a variety of measurement options to suit your needs. Our highly flexible and customizable solutions and reporting will focus in on the area’s most important to you. EliteCXS is here to help you on this journey with:

Patients/residents have so many options today when it comes to selecting the right path for themselves as they reach their senior years. What sets your business apart? How do you build and maintain brand loyalty? You need to stay ahead of your competition and set yourself apart by providing a stellar experience journey. EliteCXS will keep you up to date with trends, monitor your patient/resident’s experience and help you measure the effectiveness of your operation.

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A Unique Perspective

EliteCXS offers a unique perspective to the patient/resident experience. Our knowledge will help you to achieve and/or maintain ratings across social media and review sites for your brand.

Our TrueVoiceCX solution helps you drive and populate positive reviews, maintain consistency across all listing sites, real-time mobile customer chat and staying on top of your competition through competitive benchmarking. EliteCXS’ web inquiry and telephone-based mystery shopping solutions are designed to ensure your brand standards are met through active measurement of the initial call, inquiry and online ordering processes. EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal sales process. Our web design team can perform analytics and check-ups to ensure your website is running at optimal performance.

chieve and/or maintain ratings across social media and review sites for your brand or franchise group.

Our TrueVoiceCX solution helps you drive and populate positive reviews, maintain consistency across all listing sites, real-time mobile customer chat and staying on top of your competition through competitive benchmarking. EliteCXS’ web inquiry and telephone-based mystery shopping solutions are designed to ensure your brand standards are met through active measurement of the reservation, inquiry and online ordering processes. EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal sales process. Our web design team can perform analytics and check-ups to ensure your website is running at optimal performance.

Incorporating Covert Video

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 and receipts.

A typical environment poses many obstacles we have learned to overcome. Background noise, awkward angles, periods of inactivity, limited lighting and documenting photos all pose challenges for the evaluator and the editing team.

The value of adding video shops along with a written component of mystery shopping is key to fully understanding the data. Much of the rapport established by the staff is difficult to document in words alone. Through covert video, you are allowed to see the mannerisms, body language, tone of voice and context of the interactions that take place. You can see first-hand how techniques and issues such as sales processes, tours, objection recovery, integrity situations, upsell techniques and promotional campaigns are handled.

Interactions from a collection of videos can be compiled to create an Executive Highlight Reel of key successes and areas needing attention. The footage can be used for individual training purposes as well as for creating training modules for the staff and management. EliteCXS is here to help you improve your customer journey, one process at a time.

Assisted Living

Assisted living sales is a competitive marketplace. After all, you are “selling” something that most people do not want and for which they have to pay out of pocket. It is clear that seniors and their families are increasingly technologically sophisticated and that they often use electronic media in their initial search for senior housing options. Yet studies show that most people prefer a face to face experience to receive information about senior housing services and products. And that is truly one way to convey the culture of assisted living and dispel myths face to face. Maximize the effectiveness of the face to face time. Once the prospective resident has arrived for a meeting and tour it is not a time for a social visit; it is a time to deliver a well-articulated, targeted message. The experience received during this initial visit is vital and must be monitored and measured closely.

Once prospects become patients/residents, you are now faced with the common challenge of how to deliver a consistently superior customer experience. In fact, implementing a consistent, best-in-class

customer experience must be a key objective for you to stay on top of your competition and consistently offer above and beyond quality of care and interaction. The challenge is not in the awareness, but rather the execution. EliteCXS will you guide and help throughout each phase of the patient/resident experience journey.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Family engagement – Service levels – Staff interactions – Cleanliness – Reinforce brand standards – Tours – Proper POP placement – Sales process adherence – Patient/resident service – Employee engagement – Employee training

Home Care

By 2040, the senior population aged 85 and above will have exceeded 14-million. This is an increase of 143% increase from 2013. The statistics suggest that life expectancy has increased, and it is going to increase even more. That means, there will also be an increase in the need for home care services, as a larger number of senior citizens will want to rely on qualified home care. And that’s good news for the home care industry. Having said that, home care agency needs to embrace the ever-changing dynamics of an evolving landscape in order to keep up with competition and increase their home care sales

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 of any organization.  However, in-home health care is also a complex service to deliver with a wide array of factors impacting the customer experience.  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.  The same patient experience philosophy must apply to all those customer groups.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Phone interactions – Web inquiries – Staff interactions – Caregivers – Reinforce brand standards – Service offerings – Proper POP placement – Sales process adherence – Customer Service – Employee engagement – Employee training

Healthcare

Do you know what consumers say dictates a positive or negative customer experience when it comes to interacting with a hospital, a doctor’s office or other healthcare provider? How about what would cause one-third of consumers to switch their health insurance or healthcare provider?

It’s staff friendliness and attitude.

According to a report by Health  Research Institute (HRI) of PwC US, the healthcare industry is significantly behind other industries when it comes to responding to the wants, needs and preferences of consumers. And it’s important to respond to these needs because healthcare consumers are nearly twice as likely as those in the airline, hotel and banking industries to say staff friendliness and attitude dictate a positive or negative experience. Also, one-third of healthcare consumers in the study said they’d switch providers for a more ideal experience.

The report also points out that healthcare consumers are less likely to report positive experiences, which isn’t a good thing when you think about the best marketing is free marketing — word of mouth.

“The voice of the customer may be the best kept secret in healthcare, but that’s changing as consumers exert greater control over how their healthcare dollars are spent and exercise power to vote with their feet and wallets,” Kelly Barnes, leader of the U.S. Health Industries, PwC, said in a news release.  “Hospitals and insurers are competing for loyal customers served by new care and coverage models in a more retail-oriented health market.”

Here are a few more key findings from HRI’s Customer experience in healthcare: The moment of truth:

  • Healthcare consumers are least likely to share a positive story. Only 44% of health insurance customers and 54% of provider consumers actually tell anyone within a month of having a positive experience compared to 70% of retail and 66% of banking customers.
  • They also are less forgiving of providers with whom they have had a negative experience. Six out of 10 negative experiences are more likely to be remembered for longer in the provider industry compared to other industries.
  • 88% of consumers surveyed said they would be willing to return to a retailer that apologized after a bad experience, while two-thirds of disappointed health insurance consumers were willing to forgive and forget if their frustrations were acknowledged.
  • Staff attitude was cited as the main contributor to positive moments of truth by 70% of consumers in the provider sector, compared to 38% of retail shoppers and 33% of bank, hospital and airline customers.
  • Price and convenience ranked high on a list of attributes consumers expect across multiple industries, with price being the No. 1 driver of purchasing decisions for consumers in every industry, except healthcare provider.
  • Personal experience is the top reason for choosing a doctor or hospital, and it’s more than two and a half times more important than to consumers in other industries.

So, if you aren’t currently surveying your patients and their families, it’s time to start. Offering customers forums where they can provide feedback will only aid your hospital in proactively monitoring and managing your customers’ experiences. And as incentive payments become linked to patient satisfaction scores, customer experience will become even more important to the survival of your facility. EliteCXS will guide and assist you on each step of setting up your successful customer experience journey solution.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Staff Friendliness – Staff engagement – Customer service interactions – Wait times – Cleanliness – Check in/out process – Bedside manners
– Web inquiries and response – Reinforce brand standards – Telephone interaction – Ease of scheduling

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