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Ann Michaels & Associates - Customer Service Solutions


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Ann Michaels & Associates is a market research firm specializing in mystery shopping, customer feedback, and social media monitoring. This presentation offers a brief introduction of our core services.

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Ann Michaels & Associates - Customer Service Solutions

  1. 1. Customer Experience Management Company Ann Michaels & Associates, Ltd.
  2. 2. About Us <ul><li>Ann Michaels & Associates partners with companies to evaluate and analyze </li></ul><ul><li>customer touch points that are vital to exceptional service levels, customer </li></ul><ul><li>retention, and customer loyalty. Using a multi-channel model and an evaluator </li></ul><ul><li>base of over 130,000, Ann Michaels & Associates has  assisted companies in </li></ul><ul><li>pinpointing areas of strength and weakness, allowing for operational change </li></ul><ul><li>and growth, improved service standards, and  increased brand positioning . </li></ul>
  3. 3. Ann Michaels & Associates <ul><li>Company Experience </li></ul><ul><ul><li>Web Based Consumer Feedback </li></ul></ul><ul><ul><li>1-800 Consumer Feedback </li></ul></ul><ul><ul><li>Product Demonstration </li></ul></ul><ul><ul><li>Competitive Intelligence </li></ul></ul><ul><ul><li>Mystery Shopping </li></ul></ul><ul><ul><li>Covert/Overt Audits </li></ul></ul><ul><ul><li>Intercept Interviews </li></ul></ul><ul><ul><li>Online Reputation Management </li></ul></ul><ul><ul><li>Industries Served </li></ul></ul><ul><ul><li>Business to Business </li></ul></ul><ul><ul><li>Retail </li></ul></ul><ul><ul><li>Restaurant </li></ul></ul><ul><ul><li>Distributors </li></ul></ul><ul><ul><li>Associations </li></ul></ul><ul><ul><li>Assisting Living </li></ul></ul><ul><ul><li>Grocery </li></ul></ul><ul><ul><li>Higher Education </li></ul></ul><ul><ul><li>Healthcare </li></ul></ul><ul><ul><li>Fast Casual </li></ul></ul>
  4. 4. Customer Satisfaction Measurement Programs
  5. 5. <ul><li>Customer and Employee Feedback Programs </li></ul>
  6. 6. Web Based Programs <ul><li>Project Design- Work with our marketing team to create and implement a survey that will get you the results you are looking for. Create incentives that yield better response rates. </li></ul><ul><li>Programming- We can handle simple surveys to complex. Multiple question type is supported with customized intro page and thank you page. </li></ul><ul><li>Data Collection- Data collection is done in real time. Log in to see your results or take advantage of our ENS (email notification service) system. </li></ul>
  7. 7. Phone Based Programs 1-800 Feedback <ul><li>Project Design- Use as a stand alone survey system or tie in with web based surveys. Phone surveys yield better results since cell phones are easily accessible to most top level executives. Invitation may be generated after an in person seminar or conference. Respondents are encouraged to “Call in” right there and then </li></ul><ul><li>Programming- Pre-recorded message welcomes caller and invites them to take a brief survey. Allows caller to leave comments for additional feedback. </li></ul><ul><li>Data Collection- Data collection is done in real time. Log in to see your results or take advantage of our ENS system. Listen to customer’s in their own voice </li></ul>
  8. 8. Response Rates <ul><li>Tips to increase your response rates: </li></ul><ul><li>Be clear about how you will be using this information </li></ul><ul><li>Keep the instructions short. Studies have shown that most people don’t read long-winded instructions </li></ul><ul><li>Be clear on how long the survey is and the length of time it will take </li></ul><ul><li>Publish your results! People like to read about how the survey turned out. </li></ul><ul><li>Offer an incentive – Studies show that this doesn’t have to be expensive to work. Loyalty points for future seminars, gift certificates, etc. can increase response rates considerably. </li></ul>
  9. 9. <ul><li>Mystery Shopping </li></ul>
  10. 10. Mystery Shopping <ul><li>Mystery shopping represents a powerful method of assessing the true customer experience of service delivery. It is the only form of research that measures actual service levels. Using professionally trained mystery shoppers, we are able to test service levels against existing service standards to identify areas in need of improvement, including staff training and cross/up selling. Mystery shopping results provide our clients with actionable findings. </li></ul>
  11. 11. Survey Example We can actually show you right in the survey what the entrees looked like when presented to the customer
  12. 12. Password Protected Online Suite designed for your company Online reporting available with all Ann Michaels’ programs
  13. 13. Report Example Dashboard Style Reporting
  14. 14. <ul><li>Social Media Monitoring - </li></ul><ul><li>SafteyNet </li></ul>
  15. 15. Safety Net <ul><li>Every single day, someone, somewhere is discussing something important to your business; your brand, your executives, your competitors, your industry. Are they hyping-up your company, building buzz for your products? Or, are they criticizing your service, complaining to others about your new product launch? A great brand can take months, if not years, and millions of dollars to build. It should be the thing you hold most precious. </li></ul>
  16. 16. Features of SafetyNet <ul><li>Weekly scan of keywords </li></ul><ul><li>Designated Community Manager weeds out what is of value for you. You see reports on the criteria you set forth at the beginning of your program </li></ul><ul><li>Benchmark – scanning for the past nine months (optional) </li></ul><ul><li>Monthly Fee - $49.95 ( up to 1,000 results per month ) with a three-month </li></ul><ul><li>commitment </li></ul>
  17. 17. Relationship Management Monthly Reporting drill down to the individual post
  18. 18. Relationship Management Monthly Reporting <ul><li>Whenever possible we capture not only what is being said about your company, we can dig in to the demographics as well. In this example, out of 12 results we have the demographics on 4 of them. </li></ul>
  19. 19. Relationship Management Monthly Reporting Map Overlay tells you exactly where the online conversation is coming from
  20. 20. Thank You Questions? Kathy Doering President Ann Michaels & Associates, Ltd. & 630-922-7804 ext.102