Knowledge

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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Ten Ways to Discuss Mystery Shopping Reports with Employees

Jun 16, 2011 by Confero Inc.

  1. In person, one on one:  One of the best ways to gain impact from mystery shops is to meet with employees one-on-one to discuss results.  If an employee does not score well on a shop, managers need to coach the employee privately. They can discuss ways to improve the customer interaction and also the employee’s concerns with any of the mystery shop expectations.
     
  2. Email:  Companies send summary emails about regional and company performance within each mystery shopping area to keep everyone on the right track.  Highlighting the high-scoring areas compliments employees, while detailing often-missed sections lets employees know where to place more effort.
     
  3. Staff meetings:  Whether at the unit, regional, or district level, staff meetings provide good opportunities to discuss mystery shop outcomes and improvement strategies for the more difficult areas of the mystery shop. For example, if many associates struggle with a closing question, use a staff meeting to brainstorm ideas about asking for the business. If some employees hesitate to refer customers to other departments, dig deeper into the reasons to develop process improvements.
     

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