mystery shopping, customer feedback, social media monitoring services

Customer Experience ManagementCompany

Ann Michaels & Associates, Ltd.


About Us

Ann Michaels & Associates partners with companies to evaluate and analyzeAnn Michaels & Associates partners with companies to evaluate and analyze

customer touch points that are vital to exceptional service levels, customercustomer touch points that are vital to exceptional service levels, customer

retention, and customer loyalty. Using a multi-channel model and an retention, and customer loyalty. Using a multi-channel model and an evaluatorevaluator

base of over 130,000, Ann Michaels & Associates has assisted companies inbase of over 130,000, Ann Michaels & Associates has assisted companies in

pinpointing areas of strength and weakness, allowing for operational changepinpointing areas of strength and weakness, allowing for operational change

and growth, improved service standards, and increased brand positioningand growth, improved service standards, and increased brand positioning . .


Ann Michaels & Associates Company ExperienceCompany Experience

• Web Based Consumer Web Based Consumer Feedback Feedback• 1-800 Consumer Feedback1-800 Consumer Feedback• Product Demonstration Product Demonstration • Competitive IntelligenceCompetitive Intelligence• Mystery ShoppingMystery Shopping• Covert/Overt AuditsCovert/Overt Audits• Intercept InterviewsIntercept Interviews• Online Reputation Online Reputation ManagementManagement

Industries ServedIndustries Served

•Business to BusinessBusiness to Business•RetailRetail•RestaurantRestaurant•DistributorsDistributors•AssociationsAssociations•Assisting LivingAssisting Living•GroceryGrocery•Higher EducationHigher Education•HealthcareHealthcare•Fast CasualFast Casual


Customer Satisfaction Measurement Programs


Customer and Employee Feedback ProgramsCustomer and Employee Feedback Programs


Web Based Programs

• Project Design-Project Design- Work with our Work with our

marketing team to create and implement a marketing team to create and implement a survey that will get you the results you are survey that will get you the results you are looking for. Create incentives that yield looking for. Create incentives that yield better response rates. better response rates.

• Programming-Programming- We can handle We can handle

simple surveys to complex. Multiple simple surveys to complex. Multiple question type is supported with question type is supported with customized intro page and thank you page.customized intro page and thank you page.

• Data Collection- Data Collection- Data collection is Data collection is done in real time. Log in to see your done in real time. Log in to see your results or take advantage of our ENS results or take advantage of our ENS (email notification service) system. (email notification service) system.


Phone Based Programs1-800 Feedback

• Project Design-Project Design- Use as a stand alone Use as a stand alone

survey system or tie in with web based survey system or tie in with web based surveys. Phone surveys yield better results surveys. Phone surveys yield better results since cell phones are easily accessible to since cell phones are easily accessible to most top level executives. Invitation may be most top level executives. Invitation may be generated after an in person seminar or generated after an in person seminar or conference. Respondents are encouraged to conference. Respondents are encouraged to “Call in” right there and then“Call in” right there and then

• Programming- Programming- Pre-recorded message Pre-recorded message welcomes caller and invites them to take a welcomes caller and invites them to take a brief survey. Allows caller to leave brief survey. Allows caller to leave comments for additional feedback.comments for additional feedback.

• Data Collection- Data Collection- Data collection is Data collection is done in real time. Log in to see your results done in real time. Log in to see your results or take advantage of our ENS system. Listen or take advantage of our ENS system. Listen to customer’s in their own voice to customer’s in their own voice


Response Rates

Tips to increase your response rates:Tips to increase your response rates:

1.1. Be clear about how you will be using this informationBe clear about how you will be using this information

2.2. Keep the instructions short. Studies have shown that most people don’t read Keep the instructions short. Studies have shown that most people don’t read long-winded instructionslong-winded instructions

3.3. Be clear on how long the survey is and the length of time it will takeBe clear on how long the survey is and the length of time it will take

4.4. Publish your results! People like to read about how the survey turned out.Publish your results! People like to read about how the survey turned out.

5.5. Offer an incentive – Studies show that this doesn’t have to be expensive to 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 work. Loyalty points for future seminars, gift certificates, etc. can increase response rates considerably.response rates considerably.


Mystery ShoppingMystery Shopping


Mystery Shopping

Mystery shopping represents a Mystery shopping represents a powerful method of assessing the powerful method of assessing the true customer experience of service true customer experience of service delivery. It is the only form of delivery. It is the only form of research that measures actual research that measures actual service levels.service levels.

Using professionally trained Using professionally trained mystery shoppers, we are able to mystery shoppers, we are able to test service levels against existing test service levels against existing service standards to identify areas service standards to identify areas in need of improvement, including in need of improvement, including staff training and cross/up selling. staff training and cross/up selling. Mystery shopping results provide Mystery shopping results provide our clients with actionable our clients with actionable findings.findings.


Survey Example We can actually show you right in the survey what the entrees looked like when presented to the customer

Password Protected Online Suitedesigned for your company

Online reporting available with all Ann Michaels’ programs


Report ExampleDashboard Style Reporting


Social Media Monitoring -Social Media Monitoring -

SafteyNetSafteyNet


Safety Net

Every single day, someone, Every single day, someone, somewhere is discussing somewhere is discussing something important to your something important to your business; your brand, your business; your brand, your executives, your competitors, executives, your competitors, your industry. Are they hyping-your industry. Are they hyping-up your company, building up your company, building buzz for your products? Or, are buzz for your products? Or, are they criticizing your service, they criticizing your service, complaining to others about complaining to others about your new product launch? A your new product launch? A great brand can take months, if great brand can take months, if not years, and millions of not years, and millions of dollars to build. It should be the dollars to build. It should be the thing you hold most precious. thing you hold most precious.


Features of SafetyNet

• Weekly scan of keywordsWeekly scan of keywords

• Designated Community Manager weeds out what is of value for you. 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 You see reports on the criteria you set forth at the beginning of your programprogram

BenchmarkBenchmark – scanning for the past nine months (optional) – scanning for the past nine months (optional)

Monthly FeeMonthly Fee - $49.95 ( up to 1,000 results per month ) with a three-month - $49.95 ( up to 1,000 results per month ) with a three-month

commitmentcommitment


Relationship Management Monthly Reporting

drill down to the individual post



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.



Map Overlay tells you exactly where the online conversation is coming from

Thank YouQuestions?

Kathy DoeringKathy DoeringPresidentPresident

Ann Michaels & Associates, Ltd.Ann Michaels & Associates, Ltd.www.ishopforyou.comwww.ishopforyou.com & & www.1-800feedback.comwww.1-800feedback.com

630-922-7804 ext.102630-922-7804 ext.102