Category: Customer Experience

  • Four Tips for Managing Tablets and the Restaurant Guest Experience

    February 27, 2015

    Tablets at the table offer benefits, but how do you measure their effectiveness in providing a better guest experience?  

    How do tablets change the server’s role with the diners? 

  • Ratchet and Wrench Interviews Elaine Buxton

    June 30, 2014

    Confero  announced that Elaine Buxton, president and CEO, was recently interviewed for the Ratchet and Wrench article,“Acquiring Customer Feedback.”   In the article, Elaine elaborates on nine important points for implementing of a mystery shopping program.  She explains how factors such as benchmarking, conducting mystery shops regularly and announcing the result all help create a mystery […]

  • Customer Service: Old Basics and New Strategies

    January 31, 2013

    As companies plan for a more profitable 2013, customer service dominates the playing field. Organizations in industries that typically receive bad press about their customer service, such as the airline industry, are even more poised to make inroads to improve customer service. For example,

  • Retail Level Employees Still Characterize Brand

    August 28, 2012

    You may hope that your associates embody your brand, but do you sometimes fear that employees don’t quite measure up to your brand’s image? When you achieve parity between brand and how your employees interact with customers, it pays off. When associates don’t mirror your brand, it costs companies plenty.

    Social media customer interactions constantly evolve and serve to build the brand. As an example, 48% of consumers who used social media for customer service indicated that they used it to praise a company for a positive experience. Although social media creates impact, one fact remains the same: retail level associates remain a large part of the brand experience. In increasingly competitive environments with fast service expectations and sweeping technological changes, the store continues to be a mainstay.

  • Infographic Find: 10 Things Your Customers Wish You Knew About Them

    August 28, 2012

    Like our clients, we find infographics provide a rich and powerful way to show big data and big ideas. The folks at HelpScout developed this one, which is one of our new favorites.