Ann Michaels & Associates, Ltd. Mystery Shopping, Social Media Management, Voice Of Customer

Customer Experience Management firm specializing in mystery shopping, customer satisfaction surveys, employee surveys, exit interviews, and social media intelligence. Today's customer has higher expectations, a larger reach and a louder voice. Keeping up with it all can be challenging even for the most customer-centric company. That's where we come in. Our customer experience measurement programs allow us to listen, engage and monitor the customer experience in all places. This includes social media. We are not fans of the departmental approach to CRM and believe it is important for brands to connect all the dots when it comes to the customer experience. This includes social media research, purchasing history, web analytics, customer feedback and mystery shopping. Blending all the data together can give you a clearer picture of what your customer experiences when they come in contact with your brand. Think of mystery shopping as a covert audit of your policies and procedures. Mystery shopping is not just about retail and restaurant industries only. In fact we have performed hundreds of B2B mystery shopping programs over the past year alone. That is because our rich data base of shoppers come from all walks of life. Customer Feedback needs to be easy and manageable. The use of paper surveys and comment cards are so 1980! Technology makes it so much easier to engage and listen to your customers with real time options allowing you to save a customer instantly. Mix it up and make it fun! Social Media Management is something that we embraced back in 2007 with the rise of Yelp reviews online. Today, we use several software platforms to listen, engage and measure on behalf of our clients. Our newest program is called eChatter. We believe good customer service starts with hiring the right employees. Our new eChatter program scans individuals on the web for hiring, litigation and trial preparation.