PRESS RELEASE:
Judith A. Hess of Customer Perspectives, elected Vice President
of Mystery Shopping Providers Association
 HOOKSETT,
NH - Judith Ann Hess of Hooksett, NH has been elected
Vice 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. She has also been active
in state and local government for years.
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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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 Chapteršs 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
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.
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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."
For more information about Customer Perspectives please
call 800-277-4677.
For a demo of the ProphetVIA system, please contact
us.
Call Toll Free 800-CPSHOPS,
to find out how Customer Perspectives' mystery
shopping programs can improve your bottom line!
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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.
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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.
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