This is Fred Ball for Zions Bank, speaking on business.

It is imperative that companies know how their product or service is perceived by the public. Many businesses use 'mystery shoppers' to visit the company and then report back to management about how they were treated and how employees represented the company's products and values.

Human Touch Consulting in Orem recognizes the tremendous value of the customer experience and the importance of accurate, concise and meaningful feedback about that information. The business has perfected a sophisticated system that does more than simply provide a written report. Consultants wear hidden video cameras, so Human Touch can provide clients with a video of the actual customer experience.

The company believes that if a picture tells a thousand words, a video will tell a million. Oli Olafsson, president of Human Touch, showed me the tiny video cameras consultants wear when they visit client locations. Posing as customers, they record every aspect of their visit in an accurate and objective way. The concealed video camera records the building's exterior, grounds, signage and curb appeal. Upon entering the store, the camera captures the entire visit, beginning with the salesperson's greeting, eye contact, smile and tone of voice.

After the visit is complete, the client can view the video on a secure web-server. The videos are rated by Human Touch in several key areas and the client receives a report that can then be used for training and incentive purposes.

These videos allow both management and employees a unique opportunity to see what customers see, specifically the cleanliness, hospitality, product quality and speed of service when they visit your business. Human Touch Consulting offers this service to thousands of customers in all 50 states to help businesses earn customer loyalty and turn customer service into increased sales.

For Zions Bank, I'm Fred Ball. I'm speaking on business.

Human Touch Consulting

Back