-
Coaching: Maximize Mystery Shop Reports
April 22, 2010Many 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.
-
Confero’s WayBack Machine and Life Lessons-How Small Efforts Paid off Big in the Late 80’s
April 14, 2010We 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.
-
Mystery Shops Tell Part of Customer Experience
March 30, 2010Confero is best known for mystery shop services , which report on specific performance observations made during on site visits or phone calls. Our other services can add vital elements to your company’s customer experience knowledge. Not all research methods will benefit every business, but for some, these can provide valuable knowledge and more in depth insight into the customer experience:
-
How to Plan for a Mystery Shopping Program Pilot
March 17, 2010Some companies prefer to conduct a pilot before entering into a full-scale mystery shopping program. This is a great way fine-tune your mystery shop program and to narrow down exactly what your team would like to accomplish by using mystery shopping reports as a way to measure employee behaviors and front line performance.
-
Ten Ways to Use Recorded Telephone Mystery Shops
March 4, 2010While telephone mystery shop reports obviously do not capture the visual aspect of a customer interaction, they can be a cost-effective way to discover how your employees conduct themselves with customers. Better yet, recorded telephone mystery shops provide managers with the detailed information needed to coach employees, since the recording allows you to review both sides of the conversation with the employee. There are many ways that companies improve operations through the use of telephone shops. Here are ten: