Brooke Billingsley

Brooke Billingsley is the co-owner and CEO of Perception Strategies, Inc., which is not only a qualitative research firm but also the nation's largest healthcare mystery shopping company. With her leadership, the company earned a "Blue Chip Award" for business innovation in 2004. In addition to her responsibilities at Perception Strategies, she is also the CEO of Task To Touch, LLC, a company that creates healthcare e-learning videos available on Healthstream, where many of her observations as a healthcare researcher are transformed into professionally produced reenactments.

Billingsley’s expertise in customer service is well recognized, and she combines her personal experience as a cancer survivor with her professional insights to advocate for exceptional customer service in healthcare. She emphasizes the need for a cultural shift in customer service, rather than mere adherence to scripts and codes of conduct. Billingsley has developed her own frameworks for effective communication and customer service excellence, which includes the Six Key Levels: Commitment, Observation, Consistency, Hiring, Coaching, Recognition, and Praise. Her published work, co-authored with a colleague, "Turn Your Customer On: 23 Ways to Motivate Employees and Make Your Customers Love You," further underlines her authority in this field.

Throughout her career, Billingsley has been a motivational speaker, traveling across the U.S. since 1978. She addresses topics such as healthcare, customer service, communication, and personal growth. Her thought-provoking insights on patient experience and professional expertise have earned her features on "Good Morning America" and in "The Wall Street Journal", among other publications. Additionally, she dedicates time to volunteering with organizations like the Society for Healthcare Strategy and Market Development. Billingsley's commitment to both professional and personal development is also evident in her "God's Dream for Your Life Workshops," aimed at helping women realize and pursue their dreams.