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
the value of Mystery Shopping in evaluating customer service
on MSNBC's "Your Business"
PRESS RELEASE:
Judith A. Hess of Customer Perspectives,
elected President of Mystery Shopping Providers Association
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").
Ms. Hess founded Customer Perspectives™ in Hooksett, NH
25 years ago while earning her MBA at Whittemore School of Business
and Economics, UNH. Since then, it has expanded into a nationwide
mystery shopping firm which evaluates customer service and sales
skills for a great variety of financial institutions, retail stores
and service businesses throughout the country.
Ms. Hess has been active on the MSPA Board for seven years and
served as Treasurer in 2007 and Vice President in 2008. She has
also been active in state and local government for years.
Value is no mystery
Mystery 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:
Lou Davis, vice president
Market Street Research of Northampton, MA
Dan Duval, chief executive officer
McDougall & Duval Advertising, Inc. of Amesbury, MA
Langdon Andrews, marketing and sales director
Semaphore, Inc. of Holliston, MA
Sue LaBarge, assistant marketing director
Country Bank of Ware, MA
Kathy Gugliotti, assistant vice president
Newtown Savings Bank of Newtown, CT
Patricia Pollard, senior vice president
Salem Five Cents Savings Bank of Salem, MA
Bill Jones, sales manager
NSS Corporation of Bedford, NH
Jeanine Perrone, northeast regional manager
Marquis Software Solutions of Cohassett, MA
Rachel Stewart, marketing officer
Framingham Cooperative Bank of Framingham, MA
Pattianne Mitchell, vice president
Country Bank of Ware, MA
Kimberly Lawrence
Sundin Associates, Inc., of Natick, MA
Susan M. Ouellet, marketing director
Mansfield Bank of Mansfield, MA
Terry L. McLaughlin, vice president of retail
banking
Cape Cod Cooperative Bank of Hyannis, MA
Brenda M. Miskinis, assistant vice president
RiverBank of North Andover, MA
Paulette Johnson, administrative coordinator
Jennifer Kammerman
JMK Marketing
Ellen McGovern, vice president/director of
marketing
Clinton Savings Bank of Clinton, MA
Scott Hanna, assistant vice president
Salem Five Cents Savings Bank of Salem, MA
Robert A. Castellano, representative
Shoreline Solutions of Nashua, NH
Rocco Paolini, owner
North Shore Business Printers, Inc. of Wakefield, MA
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
ChapterŪs 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.
About the MSPA With more than 200 member companies
worldwide, the MSPA (www.mysteryshop.org)
has a diverse membership, including marketing research and
merchandising companies, private investigation firms, training
organizations and companies that specialize in providing
mystery shopping services. Its goals are to establish professional
standards and ethics for the industry, educate providers,
clients and shoppers to improve quality of service, improve
the image of the industry and promote the membership to
other industry associations and prospect clients.
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.
Customer
Perspectives
