Shop the Competition!

May 26, 2010 by Confero Inc.

Gathering competitive business intelligence is an important step in retaining and gaining new customers. To help businesses get the information they need, Confero often executes competitor studies on a large scale and over a considerable length of time. However, there are ways for individual stores to conduct competitive analysis locally and effectively. One way is to use your existing employees as mystery shoppers. Here are simple steps to put a competitor evaluation plan into action:

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

May 20, 2010 by Confero Inc.

In addition to the business intelligence we gather at our clients’ locations, we consistently review important customer service statistics that impact our clients’ various industries. Each month, we will share a few of these interesting statistics with Connector readers. Here are a few stats recent eye-opening stats:

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Why “No Problem” is still a Customer Service Problem

Apr 30, 2010 by Elaine Buxton

About a year has passed since I commented on the ever present phrase, “No problem.” We have all heard the phrase, whether it is after thanking a server for bringing our drinks, or thanking a teller for processing our transaction. In any situation where the phrase is used, it continues to shed a negative tone on what could be an opportunity to wow the customer at the end of an interaction. So, I am not surprised that the number of times that I have heard “no problem” over the past year has not diminished my dislike of it!

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Coaching: Maximize Mystery Shop Reports

Apr 22, 2010 by Confero Inc.

Many companies spend significant effort in evaluating, selecting and preparing for a mystery shop program. They invest this effort because they know that the information they gain can be used to improve company performance and top the competition.

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Confero’s WayBack Machine and Life Lessons—How Small Efforts Paid off Big in the Late 80’s

Apr 14, 2010 by Elaine Buxton

We are preparing to celebrate Confero’s 25th year in business in 2011. Naturally, I have started to look back on our years in business. I’m often asked how we got started in the mystery shopping business. Here’s my favorite “how it all started” story. It’s the story of how our local firm became national, quickly, by doing small things right.

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