Category: Client –

As 2012 budget time approaches, companies have one priority when choosing what items to include in their budgets:  ROI.  Now, more than ever, companies are assessing carefully how every service that they use contributes to ROI. Many service providers claim their offerings tie directly into ROI; however, they don’t clearly outline the numbers.  

Managers need hard numbers to justify purchases, and mystery shopping services are no exception.  Whether a company has been using a mystery shopping program for a long time, or is considering one for the first time, estimating ROI can help weigh the costs vs. the benefits of the program.

No manager wants to be in this situation: An employee arrives at work wearing something that does not fit with the company dress code.  When this happens, usually the manager talks to the employee about what not to wear to work.  Whether the inappropriate clothes are flip flops or short shorts, the conversation is necessary because most managers acknowledge that employee appearances go hand in hand with a positive brand.

Employees are your brand, regardless of whether front line associates interact with loan customers, restaurant diners or car owners.   Employee appearances matter because they impact customer experience.  Within the retail environment, uniforms and consistent dress codes allow customers to easily identify the employees who can assist them.  Formal business attire can inspire confidence within banking, financial service and automotive sales environments.

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

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:

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.