Knowledge

Get to Know the QR Code

Nov 29, 2011 by Confero Inc.

Are QR codes confusing to you? They were confusing to us at first, too. Mostly, we found them confusing because, at Confero, we use the term Quality Review (QR) to refer to our detailed process of quality assurance for each mystery shopping or audit report. We are now getting used to seeing “QR” (Quick Response) codes everywhere. If you have customers who have Smartphones, “QR Code” is a good term to understand.

QR Code Mobile Survey  QR Code Mobile Location Visit ReportQR Code Mobile Visit Report

QR codes are those odd looking square patterns that seem to be cropping up everywhere. If you have not noticed one, look at most any print magazine ad and you’ll find one easily.

 Here’s how they work:

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Employee Incentive and Rewards Ideas

Jul 28, 2011 by Confero Inc.

Our experience in employee recognition and on-the-spot rewards in different industries has opened our eyes to the creative ideas introduced by our clients and our client services team. 

This idea is one of our favorites. The Raleigh-Durham Airport Authority (RDUAA), a long time client, honors associates who score 100% on the mystery shops Confero conducts at the RDU airport. The airport authority changes the gift over time and tracks which employee receives which item, so that the award item is always fresh and

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Is Valuable Customer Insight Hiding in your Spreadsheets?

Jul 28, 2011 by Confero Inc.

If your company collects customer feedback, comment cards, store visit or field audit report information in spreadsheets, you may be missing out on the information’s maximum value. Comparisons and correlations of the data collected provide key insights that you may miss if the information is hidden inside multiple spreadsheets managed by multiple people.  Here’s a prime example:

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Five Key Considerations for Customer Surveys

Jul 28, 2011 by Confero Inc.

  1. Audience:  Consider the audience for your survey.  Are you striving for opinions from all customers and target markets?  Or would you like to hone in on a particular age segment, such as young adults?  Once you select your audience, define your objectives with your target in mind, then craft the survey questions.  For a survey that pins down the most valuable data, companies customize question wording, selection, and survey length to best fit the audience.
     
  2. Approach:   Based on your target audience, choose the appropriate survey delivery method, including mail, email, phone, online, or a combination. Older respondents may prefer mail surveys, and may be more willing to complete a longer survey. Busy professionals, on the other hand, may prefer to respond to a five-question survey via mobile device. If you want to reach all segments, offer the survey through different mediums.
     

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July 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Jul 28, 2011 by Confero Inc.

Most customers only give companies two chances in customer service.  According to an American Express study, half of Americans surveyed reported it takes two poor customer service occurrences before they stop doing business with a company.

Customers find negative online reviews more believable.  57% of consumers find negative reviews on blogs and social networking sites to be credible, as compared to 48% who said that they give more credence to positive ones.

The large majority of customers trust referrals when making purchase decisions.  88% of consumers surveyed revealed that they choose a company based on a friend or family member‘s recommendation.

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