Mystery Shopping News

Manager Action Plan Beta Version Released

Oct 30, 2008 by Elaine Buxton

As many of you know, Confero has been working to develop a Manager Action Plan (MAP) for clients to use in conjunction with their mystery shop reports. The MAP offers a way for Confero clients to guarantee that each mystery shop is reviewed by the unit manager carefully and in a timely manner.

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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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“No Problem” is a Customer Service Problem

Mar 20, 2009 by Elaine Buxton

A recent experience in Orlando International Airport clearly reminded me why the phrase “no problem” could easily be associated with the phrase “no service.’
I had just placed an order at a quick service restaurant, and was handed my order in a bag, along with a cup to fill at a self-service station. At this point in the transaction, I said, “Thank you.” The efficient employee then said, “No problem.”

No problem. It is not a meaningless phrase. “No problem” implies that you did not cause a problem. As a customer of this quick service restaurant, was I expected to cause a problem? Did the employee think I, in particular, might cause a problem? Is it a good thing that I did not cause one? Or was the employee somehow pleasantly surprised?

I took my drink cup, filled my beverage, and turned to walk toward the departure gate. Just a few steps ahead of me, four military service personnel were engaged in conversation. I watched as a civilian gentlemen walked over to the group, shook hands with each service member and said, “Thank you for your service to our country.” Three of them replied with “You’re welcome.” The fourth, interestingly, responded, “My pleasure, sir. Please enjoy the freedom we defend.” The difference was striking.

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