The travel industry has undergone a transformation over the last decade. It is more important than ever that travelers have a stellar experience throughout every journey in order to gain a client for life. Elite CX Solutions understands the importance of Customer Experience management but we focus on a thoughtful and meaningful approach. Many CX management firms are providing a “data dump”, leaving you to sort out the meaning and corrective action plan. Elite takes the information collected from sources like video, telephone and written mystery shopping, VoC and auditing to develop a tailored solution for your company.
Our TrueVoice CX program is a state of the art Voice of the Customer (VoC) tool that was created to give you a detailed look into your web presence without the hassle. Know how your competitors are faring. Hear from your customers about previous experiences to tailor new customer journeys. Ensure your online presence represents your brand in the best light possible. This data directs our attention to the areas that are most important to your customers.
Telephone mystery shops will let you know how the first point of contact is handled. Hone this experience to turn inquiries into reservations. Record these calls to use as training tools for individual associates as well as the team as a whole.
Once a customer begins their journey, they have high expectations and often a level of stress that must be overcome. A training program devised from a combination of Video/Written/Audio/Telephone and Web Mystery Shopping can help your team learn to make each traveler comfortable. At the same time, they must learn to capitalize on every opportunity for selling additional and premium services. Hidden Video Mystery Shops provide verifiable and actionable footage that can be used to create powerful training modules. We can incorporate Audio Recorded Mystery Shops of in-person visits and telephone calls to enhance the training program. Written mystery shops can help to add more data to the pool ensuring validation of the findings and enabling more associates to be evaluated.
For more information on how Elite CX Solutions can work to improve your healthcare facilities through a comprehensive Customer Experience Management Suite, please contact one of our Business Development Managers at (727) 674-0300 or email us at Info@EliteCXS.com.