Author: Admin

Competitive Reasons

1. Measure your competition’s phone skills.  You may know how well your employees handle incoming phone requests for information on your company, but do you know how effective the competition’s employees are during phone experiences? Gathering intelligence with competitive mystery shops allows you to measure how well your employees stack up against the competition.

2. Assess competitors’ in-person customer service.  It’s equally important to know how your employees rank against the competition in terms of in person customer service experiences. Are there areas where the competition is “wowing” the customers?  If so, is it enough to make customers want to buy from the competitor company rather than your company?

3. Learn about competitive product/service offerings.  Many times, it isn’t easy to gather information on competitor offers. With competitive mystery shops, mystery shoppers pose as regular customers and therefore can gather objective information on the latest competitor products and services.

Customer Experience Measurement Firm Recognized As Outstanding Small Business

CARY, N.C. – Elaine Buxton, president and CEO of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, has announced that the firm has received a 2011 Greater Raleigh Chamber of Commerce Pinnacle Award in the Small Entrepreneurial Business category, presented on May 3 at the Raleigh Convention Center. The award is presented to entrepreneurs whose companies have exhibited staying power, innovation and community involvement. Confero was recently presented with a Stevie® Award in the Customer Service or Call Center Consulting Practice of the Year category in the 5^th annual Stevie Awards for Sales & Customer Service, and has been ranked on Inc.magazine’s Inc. 5000 list, distinguishing the firm as one of the nation’s top 5,000 fastest-growing privately held businesses.

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

CARY, N.C. – Elaine Buxton, president and CEO of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, has announced that the firm will be a corporate sponsor for the 4^th annual Triangle Goes Red for Women Luncheon, scheduled for Friday, May 6 from 10 a.m. to 1:30 p.m. at the Sheraton Raleigh Hotel, located at 421 S. Salisbury St. With a goal to increase awareness of heart disease, the number one cause of death for women, and to encourage preventative measures that lower the risk of heart disease, the Triangle Goes Red for Women Luncheon will include educational breakout sessions, a meet-and-greet, a heart-healthy lunch and a keynote address.

1. Making it Difficult for Customers to Contact You:  Many companies have “contact us” email forms on their websites, and for some, this is the only manner in which customers may easily contact them.  Companies frequently desire to measure how easy it for customers to locate contact information on their website.  As an example, one of our clients discovered that it was difficult for mystery shoppers to simply search for a company location nearest them. Online mystery assessments uncover areas critical to a customer’s ability to find and contact you.
    

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be.