Confero, Inc. Contribution featured in New Book about Mystery Shopping
New York, NY — October 8, 2006 — The first book written for clients explaining from A to Z how to measure the Leadership and the Total Business Concept in any company and industry was released today at the Mystery Shopping Providers Association annual conference in New York City. Elaine Buxton of Confero and other mystery shopping industry leaders were recognized for their contribution to the publication. Ms. Buxton’s contribution discussed the difference between customer satisfaction surveys and mystery shopping programs. Ms. Buxton said, “I was flattered to be asked to contribute to this important work.”
About Elaine Buxton:
Elaine joined Confero is 1986, after managing operations for Wedgwood China Marketing Ltd. In Frankfurt, Germany, a $12 million 31-store division which marketed Wedgwood products to NATO forces in Germany, Italy and Belgium. In 1987, she returned to the U.S. and joined Confero. She was named President of Confero in 1999. Elaine was deeply involved in the formation of the Mystery Shopping Providers Association, having served on the Operating Committee which formed the Association and then serving on its Board of Directors for five (5) years. She has also served on the Meredith College Board of Trustees, as President of the Raleigh Professional Women’s Forum, on the Cary Chamber of Commerce Board of Directors and as Board Chair of the non-profit Life Experiences. Elaine earned a BSBA from the University of North Carolina at Chapel Hill and an MBA from Meredith College.
About the book: Measuring Management and the Moment of Truth:
As the first book written for clients about mystery shopping, the book discusses everything clients would need to know about mystery shopping programs, including the industry, standards, regulations, legislation, fieldwork procedures and assessing the program’s return on investment.
About co-authors Veronica Karlsson of Stockholm, Sweden and Kristina Horbec, Zagreb, Croatia: Veronica Boxberg Karlsson has over 25 years experience from leading positions in the service industry, starting with leading an organization with 130 employees already at the age of 17. During many years receiving reports from Mystery Shop visits, Veronica gathered knowledge about how to develop and use successful Mystery Shopping programs. Veronica’s company Better Business World Wide has been a professional Mystery Shopping Provider since 1995 and was the first Nordic company to join MSPA, the trade organization for Mystery Shopping.
Kristina Horbec is a 30 year old owner of Heraklea Mystery Shopping, the first specialized mystery shopping agency in Croatia and the biggest one in mystery shopping in the Balkan region. Kristina is also a co-owner or newly established Serbian mystery shopping company Customer First. She is a member of MSPA Europe Board where she acts as the Director of Education and Events.