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News & ArticlesPRESS RELEASE:
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HOOKSETT,
NH - Judith Ann Hess of Hooksett, NH has been elected
President of the Mystery Shopping Providers Association
(MSPA) - North America. MSPA is the largest trade association
dedicated to improving service quality using anonymous resources
(called "mystery shoppers").
Value is no mysteryMystery shopping is a so-called value-added tool for businesses that use the service, advocates say. They point to three big reasons why mystery shopping helps: • It costs four times more to attract a new customer (through sales, coupons and advertising) than it does to keep an existing customer. • Almost 95 percent of people who have a problem with service won't speak up but also will never come back. • If a person has a good shopping experience, he or she will tell four people. If a person has a bad experience, he or she will tell 11 people. Source: Mystery Shopping Providers Association. |
Judi Hess talks about the value of Mystery Shopping in evaluating customer service on MSNBC's "Your Business"
PRESS RELEASE:
Judith A. Hess of Customer Perspectives, named to American Bankers
Association (ABA) Marketing Network - New England Chapter Board
of Directors
WEYMOUTH, Mass., August 1, 2007 - Judith A. Hess, President of Customer Perspectives of Hooksett, NH, has been named to the ABA Marketing Network — New England Chapter board of directors for 2007-2008. The 22-member board is comprised of senior representatives from area banks, credit unions and service providers, and offers professional development and networking opportunities to the 300+ members and promotes the organization around the northeast.
The board of director members include:
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Lou Davis, vice president, Market Street Research of Northampton, MA
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Dan Duval, chief executive officer, McDougall & Duval Advertising, Inc. of Amesbury, MA
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Langdon Andrews, marketing and sales director, Semaphore, Inc. of Holliston, MA
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Judith Ann Hess, president, Customer Perspectives of Hooksett, NH
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Sue LaBarge, assistant marketing director, Country Bank of Ware, MA
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Kathy Gugliotti, assistant vice president, Newtown Savings Bank of Newtown, CT
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Patricia Pollard, senior vice president, Salem Five Cents Savings Bank of Salem, MA
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Bill Jones, sales manager, NSS Corporation of Bedford, NH
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Jeanine Perrone, northeast regional manager, Marquis Software Solutions of Cohassett, MA
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Rachel Stewart, marketing officer, Framingham Cooperative Bank of Framingham, MA
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Pattianne Mitchell, vice president, Country Bank of Ware, MA
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Kimberly Lawrence, Sundin Associates, Inc., of Natick, MA
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Susan M. Ouellet, marketing director, Mansfield Bank of Mansfield, MA
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Terry L. McLaughlin, vice president of retail banking, Cape Cod Cooperative Bank of Hyannis, MA
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Brenda M. Miskinis, assistant vice president, RiverBank of North Andover, MA
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Paulette Johnson, administrative coordinator
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Jennifer Kammerman, JMK Marketing
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Ellen McGovern, vice president/director of marketing, Clinton Savings Bank of Clinton, MA
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Scott Hanna, assistant vice president, Salem Five Cents Savings Bank of Salem, MA
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Robert A. Castellano, representative, Shoreline Solutions of Nashua, NH
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Rocco Paolini, owner, North Shore Business Printers, Inc. of Wakefield, MA
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Monica Curhan, vice president/marketing director, Citizens Union Savings Bank of Fall River, MA
ABOUT THE ABA MARKETING NETWORK-NEW ENGLAND CHAPTER: The ABA Marketing Network-New England Chapterês purpose is to create planned activities directed toward promoting the personal and professional development of chapter members and advancing the marketing discipline for members of the financial services profession in New England through educational meetings, membership development, communications and networking opportunities. Based in Weymouth, Mass., it is one of the oldest and largest regional chapters of the ABA Marketing Network, an affiliate of the American Bankers Association. For more information, visit www.abamarketingne.com.
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About the MSPA |
PRESS RELEASE: New Recording Software Advances Telephone Mystery Shopping Services
Judith Ann Hess, president of mystery shopping service Customer Perspectives, announced today the addition of a new product that represents a significant advancement and advantage for client companies. The product, ProphetVIA, is incorporated into Customer Perspectives' telephone mystery shopping services to allow mystery shoppers to easily and quickly record their telephone mystery shops. When the call is complete, ProphetVIA automatically places the recording on the evaluation. Callers and client companies may then download and listen to the call for further review.
"This fully integrated telephone recording system allows clients to listen to any telephone mystery shops they want at any time convenient for them," Hess said. "This is particularly important if a shopper's report indicates gray areas or nuances in reports of customer satisfaction that are best heard directly and in detail by the client."
According to Hess, ProphetVIA solves many problems associated with other methods of phone recording. For example, the new program works in conjunction with Customer Perspectives' scheduling/reporting system to automatically attach and track phone calls with no manual intervention or file uploading. It also reduces cost, since it eliminates the need for any other piece of recording software or hardware for staff, callers, and clients. Developed by Archon Development in Tallahassee, Florida, Hess said: "ProphetVIA is revolutionizing the phone mystery shopping industry, enabling simple, cost-effective recording of telephone calls. This provides clear, actionable information to our clients."
Call Toll Free 800-CPSHOPS, to
find out how Customer Perspectives' mystery
shopping programs can improve your bottom line!
For a demo of the ProphetVIA system, please contact us.
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Watch video of "Your Business" on MSNBC (originally aired 3/2/08) to see a to see a segment about customer service and mystery shopping. Included are interviews with Judi Hess of Customer Perspectives™ and Customer Perspectives' client LaBonne Epicure. View the "I Spy" segment HERE. Judi Hess talks about |
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