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Jul 07, 2010 by Confero Inc.
Over the years, we’ve been asked to conduct research with some very specific and interesting requirements. For example, Confero recruited smokers with specific types of health insurance policies in order to test and compare the effectiveness of public quit smoking hotlines. Often times, it’s not the project itself that is the most difficult for us, but the tight time frame that is the most challenging. Here are some examples:
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Three Myths about Mystery Shops - Don’t Believe them!
Jun 29, 2010 by Confero Inc.
Many people, both shoppers and clients alike, tend to make assumptions about the mystery shopping industry. We are not sure how some of these myths began, but we hope to clarify some of them. In this issue, we expose the following three myths:
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Five Often-Missed Customer Service Focus Areas
Jun 23, 2010 by Confero Inc.
Sometimes the simplest task is the hardest to do. Through our decades of experience and knowledge measuring the customer experience, five key areas stand out when thinking about areas employees frequently miss. These five may seem simple, but they can be difficult to execute consistently across an organization. Consider these areas within your own organization to see if your company is where it should be:
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June 2010: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
Jun 15, 2010 by Confero Inc.
Last month, we highlighted a few relevant customer service statistics. This month, we look at more that may surprise you and inspire you to contemplate where to deploy your training and other resources.
- 92% of all customer interactions happen via the phone. (Gartner)
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Is Customer Service a Catalyst for Growth in the New Economy?
Jun 08, 2010 by Confero Inc.
In this economy, companies are working to keep loyal customers and increase sales. A new study by Accenture finds that firms are responding to the economic recovery by channeling resources to improve service and training. These efforts are focused not only on keeping current customers happy and loyal for the long term, but also on gaining market share from companies who are not focusing effectively on customer service.
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