Knowledge

July 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Jul 28, 2011 by Confero Inc.

Most customers only give companies two chances in customer service.  According to an American Express study, half of Americans surveyed reported it takes two poor customer service occurrences before they stop doing business with a company.

Customers find negative online reviews more believable.  57% of consumers find negative reviews on blogs and social networking sites to be credible, as compared to 48% who said that they give more credence to positive ones.

The large majority of customers trust referrals when making purchase decisions.  88% of consumers surveyed revealed that they choose a company based on a friend or family member‘s recommendation.

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Ten Ways to Discuss Mystery Shopping Reports with Employees

Jun 16, 2011 by Confero Inc.

  1. In person, one on one:  One of the best ways to gain impact from mystery shops is to meet with employees one-on-one to discuss results.  If an employee does not score well on a shop, managers need to coach the employee privately. They can discuss ways to improve the customer interaction and also the employee’s concerns with any of the mystery shop expectations.
     
  2. Email:  Companies send summary emails about regional and company performance within each mystery shopping area to keep everyone on the right track.  Highlighting the high-scoring areas compliments employees, while detailing often-missed sections lets employees know where to place more effort.
     
  3. Staff meetings:  Whether at the unit, regional, or district level, staff meetings provide good opportunities to discuss mystery shop outcomes and improvement strategies for the more difficult areas of the mystery shop. For example, if many associates struggle with a closing question, use a staff meeting to brainstorm ideas about asking for the business. If some employees hesitate to refer customers to other departments, dig deeper into the reasons to develop process improvements.
     

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Service Recovery

Jun 16, 2011 by Confero Inc.

Customer service is full of surprises. Sometimes, no matter how well we plan customer service strategies, something goes awry.  Usually, the customer is the first to know and the associate may be taken by surprise.   How does your team handle service recovery? Is your team prepared to respond in the best way possible when service recovery is needed?

Last month, Confero posed an interesting question to mystery shoppers:

Mystery shoppers observe and report on customer service every day.  What is the one thing an employee or business can do to turn a negative customer service experience into a positive one?

We received many insightful comments, including these:

“It’s the willing spirit that makes the difference; showing that they are listening, and that they want to make things right. “

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Shoppers Report It As They Hear And See It!

Jun 16, 2011 by Confero Inc.

A few months ago, Confero revealed 25 mystery shopper comments that shed some interesting light on shopper experiences in a humorous way. We know our clients take mystery shopping reports seriously, as do we, but comic relief is always welcome, so we decided to share more funny comments. Enjoy!  

  • “Since there was not a bagger available, the customer bagged himself.”
  •  “The music was not on, but a few employees behind the counter were singing ‘Hotel California.’”
  • “When I entered the location, I saw one customer being hung up by the cashier.”

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June 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Jun 16, 2011 by Confero Inc.

Consumers say top-notch service is more  important than the bank’s reputation.   The 8thannual Capgemini  study of 14,000 bank customers in 25 countries revealed that only 27 percent felt that the bank’s brand image is a major reason for leaving a bank. On the other hand, 55% indicated that lack of service quality would motivate them to switch to another bank. The study showed that 59% of bank customers are satisfied with their banks.  Overall, a bank's success in positive customer experience delivery averaged a rating of 72.2 out of 100.

2011 Mother’s Day spending shows a positive increase.  National Retail Federation’s Mother’s Day survey showed an average of $140 spent on gifts for Mom this year, with 55% of respondents indicating that they will treat Mom to a restaurant brunch or dinner .  One third of those responding to the survey said that they would purchase Mother’s Day gifts at a department store, the highest percentage in the survey’s history.  Twenty-one percent preferred to purchase Mother’s Days gifts online. Males said that they would  spend an average of $169 on Mother’s Day, while women indicated that their purchases would average $114. 

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