Author: Ruth Logsdon

Customers don’t always complain when something goes wrong. Sometimes they simply change their behavior. Learn how customer friction can quietly affect purchases, loyalty and retention—and why businesses need to recognize the signals before customers leave.

Featuring veteran mystery shopper Laura Ricketts Mystery shopping has changed dramatically since Confero began in 1986. Technology has made assignments faster to find, easier to document and simpler to submit. At the same time, the people, relationships and shared experiences behind the work have shaped the industry just as much as the tools. As Confero […]

Forty years of customer experience research show how technology, major events and changing expectations have transformed how customers interact with businesses—while the need to serve them well remains constant.

The history of mystery shopping spans changing technology, expanding opportunities and new ways of reporting what customers experience. For 40 years, mystery shoppers have helped businesses understand those real experiences. Technology has changed. Assignment types have expanded. Reports are submitted faster than ever before. Yet the foundation of customer experience research has remained remarkably consistent: […]

Forty years of customer experience research have shown that effective programs evolve with businesses, customers, technology and the questions leaders need answered.