This year, the main theme is Feedback Management. Our goal is to point out the importance of all feedback, to show the various instruments to get it and how to best use it to improve your business and increase the profits.

We will present to you the innovative concept mystery shopping – Secret Guest on Lošinj, which is a part of the branding strategy of Lošinj as The Island of Vitality. Participants of the round table discussion will be companies that have been using mystery shopping and other instruments for years and they will openly discuss all the advantages and disadvantages of these instruments, joined by our colleagues from other market research agencies. Furthermore, you can expect a detailed overview of the status of the quality of service in individual industries, with the analysis of causes and proposals for improvement, as Heraklea’s gift to the public, marking its 10 year anniversary. You will also be introduced to a new application, 555, which asks about your customer experience and in this way represents a new technology trend in this field. To conclude, we will explore the ways in which social networks and the abundance of information from all sides can be used to improve your business and build a brand. Honoring the tradition, for the seventh time in a row we will give the Best Service Award.

The application form can be downloaded here.

Registration fee is 599 kn + VAT for regular participants, free entrance for two representatives from Heraklea’s clients and 299 kn + VAT for every representative over two.

PLANNED PROGRAMME FOR THE 8^th MYSTERY SHOPPING DAY

TOPIC: FEEDBACK MANAGEMENT

Date: 15^th March 2012

Place: Hotel Antunović, Hall Beethoven

Time: 8 a.m. to 2 p.m.

PROGRAMME:

8 a.m. to 9 a.m. coffee, quick registration, speeddating networking

9.00 to 9.45 – Secret Guest on Lošinj as part of the branding of the island of vitality – Đurđica Šimičić, director of the Town of Mali Lošinj Tourism Office and Kristina Žilić, mystery shopping project manager in Heraklea

9.45 to 10.15 – What is the state of service in Croatia? – a detailed overview of the quality of service in Croatia in individual industries with the analysis of causes and areas for improvement marking 10 years anniversary of Heraklea’s work – Kristina Horbec, Heraklea’s director

Coffee break 10.15 to 10.45

10.45 to 12.00 – Round table – all the advantages and disadvantages of individual methods of collecting, analyzing, interpreting and using feedback (mystery shopping, satisfaction surveys, new instruments and methods) – guests – clients with multi annual experience in implementation of mystery shopping and other methods and research agencies (Opel, OTP, Erste bank, Kozmo, Promocija Plus, Hendal …)

12.00 to 12.20 – Application 555 – give feedback and change the world for the better – Eduard Bočkaj, Media Capital

12.20 to 12.50 – Ping pong – collecting feedback in the function of brand development – Manuela Šola, Abrakadabra

12.50 – Giving Heraklea’s Award For the Dedication to the Quality of Service for the year 2011.

13 p.m. to 14 p.m. Lunch

In 2012 Heraklea can boast as an employer of five educated mystery shopping experts, more than 600 mystery shoppers working as part time associates, two European awards for the most successful promotion of the quality of service in southeast Europe, organization of the world mystery shopping conference in Dubrovnik, organization of the first Croatian Award for the dedication to the quality of service and starting the first Customer Service Academy. Heraklea’s owner and CEO Kristina Horbec won the Manager of the year award, was nominated for the Woman of the year award, got a recognition from the Mystery Shopping Providers Association for the remarkable personal contribution to mystery shopping and wrote the first expert book about mystery shopping in the world – Measuring Management and The Moment of Truth, as well as the book The Secret of the Missing Customer.

The pioneering role in the promotion of the quality of service, shown in organization of Mystery Shopping Day, writing articles and blog about service, conducting a number of studies and professional lectures and choosing examples of the best service, paid off. Today, Heraklea has over 250 clients from all industries and the financial results for 2011 are the best ever. The impressive number of new clients, eight of them in the first month of 2012, firmly suggests that the role of mystery shoppers, the importance of measuring and advancing the quality of service and its influence on profit have finally been recognized. Those that mistakenly thought that it makes sense to cut the expenses for the existing customers’ satisfaction in the middle of the economic crisis have burned their fingers. And changed their plans now.

More information about program will be available soon.

She reminded all the listeners how important service quality is and what should they expect when experiencing a service.

Audio version of the show  in Croatian is awailable HERE.