Healthcare Perception Research
Perception Strategies, Inc. is a national customer perception firm based in Indianapolis, Indiana, specializing in healthcare mystery shopping and Customer Service Consulting Services. Since 1998, Perception Strategies has provided its clients with tens of thousands of insightful observations that resulted in substantive, pro-customer changes.
Perception Strategies’ analytical research and customer service standards utilize the perceptions of patients (consumers) to improve fundamental employee behavior and interactions. These changes support the long-term goal of increasing customer retention through positive word-of-mouth marketing, which ultimately helps increase revenue.
Through their unique approaches to customer service training, Perception Strategies’ plan is built on the comprehensive Six Key Levels to Customer Service Excellence: Commitment, Hiring, Observation, Coaching, Consistency, and Recognition/Praise.
The customers’ perception is their reality and that is what we are constantly trying to help our clients improve. We know that direct, unbiased observation is the only viable means of understanding the customer’s experience, and transforming their approaches to the customer will help them achieve consistently higher standards of customer service.—Brooke Billingsley
About Kevin and Brooke Billingsley
Kevin Billingsley, president and founder of the company, has over 20 years of experience in marketing and service industry market research. He believes that consumer perception drives the decision-making process more than any other factor, and it is human interaction that weighs heaviest with the customers’ buying choices.
Co–owner Brooke Billingsley, who joined the firm in 1999, has spent the past 20 years as an accomplished executive, trainer, and speaker. She also believes the key to success in customer service is giving managers the customers’ perspective, and then teaching them the fundamentals to coach their employees for higher impact customer experiences.
