Client Blog

Confero recently released a podcast recorded with our president Elaine Buxton on the benefits of mystery shopping. In the podcast, Elaine discusses a variety of topics including:

Customer Experience Measurement Firm Supports May 7 Event To Raise Awareness Of Heart Disease As Leading Cause Of Death For Women

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!

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.

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.