Head to Head – Customer Satisfaction Surveys vs. Mystery Shops

Aug 26, 2010 by Confero Inc.

Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist.  Would you answer the following “yes” or “no”?


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Can YouTube “Haul Videos” Replace Customer Experience Research?

Aug 23, 2010 by Confero Inc.

YouTube “haul videos” are powerful , as evidenced by the recent success of the Blair and Elle Fowler video , featuring two sisters who talk about a Forever 21 watch.  These videos produced over 75 million views, plus a big increase in sales for the product.   The online evaluations are especially influential for the younger demographic, who receive most product recommendations via social media these days. As far reaching as these testimonials are, are they enough to communicate all that you desire about your brand?
 

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

Aug 17, 2010 by Confero Inc.

We continue to seek out fundamental customer services statistics that impact various industries.  This study shows the rising importance of service quality for banking customers:
 

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US Government Uses Mystery Shopping to Ensure Compliance

Aug 11, 2010 by Confero Inc.

In two recent cases, the U.S. government used mystery shopping techniques to audit what individual consumers were told during one-on-one interactions. These cases highlight the consequences of giving inaccurate or incomplete information to customers. Auditing the information given to customers could have perhaps helped these companies avoid the costly consequences of wrongdoing or unintentional misrepresentation.  
 

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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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