Knowledge
Bank “Retail-like” Strategies Enhance Customer Experience
Mar 03, 2011 by Confero Inc.
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Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience. With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.
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25 Business Types for Mystery Shopping, Customer Experience Research and Compliance Audits
Mar 03, 2011 by Confero Inc.
Confero’s 25 years in the customer experience research field has allowed us to interact with various industries over the years. With our experience in so many diverse industries, we apply knowledge to new projects in unique ways. Here’s a list of 25 types of businesses that Confero has worked with over the decades, by providing them with services including onsite, telephone-recorded and email mystery shops, competitive pricing studies, retail audits, brand representation at retail, and customer satisfaction surveys:
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March 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
Mar 03, 2011 by Confero Inc.
Each month, the Confero Connector brings you stats that impact customer experience within various industries. Take a look at these significant statistics that we uncovered recently:
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Have You Listened to Your Company’s Voice Lately?
Feb 02, 2011 by Confero Inc.
Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach. The Wall Street Journal reports that some companies now go one step further and reevaluate the voicethat initially greets customers. These companies believe that with a friendlier, more inviting voice, they increase the chance that customers will stay within the automated system rather than trying to reach a live operator, which saves companies money. Alflac, for example, recently brought on a new voice with a calm, hometown feel for its initial greeting. The company reports a 7% increase in customer satisfaction with the automated system since implementing the new voice.
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Dress Codes and the UBS Debacle
Feb 02, 2011 by Confero Inc.
Restaurants, grocery stores and banks all have something in common – an employee dress code. Some companies, such as UBS in Sweden, have traditionally taken dress codes to higher levels. A 44-page guide for employees contains specific directives about employee nail care, glasses and even underwear. Recently, though, UBS announced that it will change its strict policies to more practical dress guidelines. While most companies don’t manage company appearance down to such small details, many have some type of code in place, whether it includes wearing name tags or collared shirts, or directing employees not to wear jeans, nose rings or multiple earrings.
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