Client News

Coaching for Performance – Use Mystery Shopping Data to Enhance Customer Experience

Sep 11, 2014 by Confero Inc.

At the store level, stats are worthless without a coach to personalize the information, relate it to the team, and translate it in a concise way to keep employees up to date.  Here are five ways to make sense of mystery shopping data.

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Finding Missed Opportunities using Telephone Mystery Shops

Feb 01, 2013 by Confero Inc.

Companies that depend on the phone as a way to connect with customers face many challenges beyond keeping hold times short. They need to ensure that associates provide friendly service, convey accurate information, suggest other products and offer quick resolutions to customer

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Mystery Shopping and the Rising Role of the Employee in the Digital Retail Environment

Feb 01, 2013 by Confero Inc.

After visiting the store, many browsing customers go online to purchase the same item rather than making the purchase in the store. Even with efforts from trained associates, selling to these customers is difficult at best. Despite this phenomenon (called showrooming), the importance of human touch in retail environments lives on. In fact, 82% of retailers in a recent survey said that the role of employees in the workforce toward building better service has become even more important over the past three years.

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New Trends Among Restaurant Customers and How They Could Change Mystery Shopping Programs

Feb 01, 2013 by Confero Inc.

When you think about trends that impact food service, it’s overwhelming: Older baby boomers dine out more often; social media restaurant conversations and feedback travel instantaneously; more customers choose smaller portions or snacks outside traditional meal times; and quick serve restaurants compete with fast casuals by adding trendy ingredients. Just as managers change menus and strategies as they adjust to these new trends, they should also fine tune restaurant mystery shopping goals to measure how well they meet demands produced by these trends. 

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Customer Service:  Old Basics and New Strategies

Jan 31, 2013 by Confero Inc.

As companies plan for a more profitable 2013, customer service dominates the playing field. Organizations in industries that typically receive bad press about their customer service, such as the airline industry, are even more poised to make inroads to improve customer service. For example,

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