Customer Experience Research News

Customer Satisfaction Research vs. Mystery Shopping: A Dialogue Revisited

Oct 30, 2008 by Elaine Buxton

In our current economy, customer retention is at the forefront of good business strategy. Well-run companies know that keeping customers coming back, even in this difficult economic climate, will ensure success down the road. With so many businesses focusing on customer service strategy and so many approaches to customer experience measurement out there, I am often asked which measurement method works best.

Customer satisfaction research methods include web surveys , phone surveys , Interactive Voice Response (IVR) surveys and the like. Mystery shopping involves sending someone to pose as a customer, interact with people at the site, and then report on their observations. Mystery shopper observations are directed by the program set up and requirements.

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Five (5) Key Considerations for On-The-Spot Rewards Mystery Shopping

Nov 06, 2008 by Elaine Buxton


On-the-spot rewards are an effective way to encourage employee participation toward attaining specific behaviors. They are especially effective when put into place for a limited time (to maintain excitement) and are simple to understand. Sometimes, revenue-generating behaviors may not seem natural to your team, but a simple suggestion, backed up by an offer to the customer, can increase revenue dramatically. Under the proviso that “what gets measured, gets done”, on-the-spot rewards go a bit further, moving toward, “what gets mentioned, gets sold”.

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Confero, Inc. Recognized As Top Business By DiversityBusiness.com

Mar 11, 2009 by Confero Inc.

CARY, N.C. March 11, 2009. Elaine Buxton, president of Confero, Inc., (www.conferoinc.com), has announced that the firm has been selected as one of the Top 100 Women-Owned Businesses in North Carolina for 2008 by DiversityBusiness.com. DiversityBusiness.com conducted its ninth annual survey of more than 650,000 businesses in the United States for the awards, which are based on annual gross sales. The awards ceremony will take place April 29—May 1 at Disney’s Contemporary Resort in Orlando, Fla.

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Confero, Inc. Names Business Development Manager

Jul 29, 2009 by Confero Inc.

CARY, N.C. —Elaine Buxton, president of Confero, Inc., (www.conferoinc.com), a national customer experience measurement firm, has announced that Janet Morrison has been named business development manager. Morrison joins Confero with more than 20 years of marketing and sales experience, and 18 years of experience in the financial services industry. Her background includes leading client service and sales initiatives, business development, sales management, marketing research and focus group moderation. Most recently, Morrison served as the regional sales and marketing officer with BB&T, and was responsible for communicating mystery shop goals and results, providing guidance to managers on how to access mystery shop results, encouraging improvement and recognizing employees for superior mystery shop behaviors.

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Confero, Inc. Named To Inc. 5000 List of Fastest Growing Privately-Held Companies in America

Aug 13, 2009 by Confero Inc.

CARY, N.C.—Elaine Buxton, president of Confero, Inc., (www.conferoinc.com), has announced that the national customer experience measurement firm has been recognized by Inc. magazine as one of America’s fastest-growing private companies.

The 2009 Inc. 5000 is a list of the nation’s top 5,000 fastest-growing businesses based on revenue growth from 2005 through 2008, and represents the most comprehensive look at the most important segment of the economy—America’s independent-minded entrepreneurs. During the three (3) year period beginning in 2005, Confero has experienced

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