Client News

The JetBlue Example: Are Your Employees Preparing to Slide Down the Chute?

Aug 03, 2010 by Confero Inc.

By now, everyone has heard the story about the JetBlue Flight attendant who became frustrated with a passenger, expressed his anger over the public address system, and exited the plane via the emergency chute.   While it’s still not clear what exactly transpired on the plane, one thing that is clear is that many took his side, despite his bizarre actions.  Why did people praise his behavior?  Is it that airline customers empathize with airline travel stress, since they know firsthand the stress and overcrowding of many flights?  


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July 2010:  Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Jul 27, 2010 by Confero Inc.

The American Customer Satisfaction Index (ACSI) study for 2009 showed a strong correlation between increasing customer satisfaction scores and rising stock prices:


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ABCs of an Effective Mystery Shopping Program

Jul 22, 2010 by Confero Inc.

A:  Allow time for consideration of mystery shop goals, survey question details and possible scenarios during the set up of a new mystery shopping program .

B:  Build on the information that you gain from your mystery shops so that you can improve and redirect your program periodically.

C:  Customize your mystery shopper survey to reflect your firm’s unique service and sales priorities.
 

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What Would You Do With This Mystery Shopper Feedback?

Jul 15, 2010 by Confero Inc.

Mystery shop results help you understand, in detail, how your locations perform in terms of appearance, timeliness, and customer engagement through greeting, customer service and sales behaviors, product knowledge, friendliness and other factors.   The results also provide invaluable information through mystery shopper comments. Open-ended comments reflect mystery shopper observations about what they saw and heard during the mystery shop visit.  They include details that explain a low-scored area or in-depth comments on overall impressions about the visit.
 

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Confero Retail Compliance Audit Case Studies Show Reliability and Speed

Jul 07, 2010 by Confero Inc.

Over the years, we’ve been asked to conduct research with some very specific and interesting requirements.   For example, Confero recruited smokers with specific types of health insurance policies in order to test and compare the effectiveness of public quit smoking hotlines.  Often times, it’s not the project itself that is the most difficult for us, but the tight time frame that is the most challenging.  Here are some examples:

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