Client Blog

Confero team members attended the 15th annual Mystery Shopping Providers Association conference. Elaine Buxton, president; Rob Barry, Account Executive; and Paul Jacobi, Data Services Manager,  participated in the event held on September 24- 26, 2013 at the Marriott San Antonio Riverwalk Hotel in San Antonio, TX. Roundtable discussions included critical issues facing the mystery […]

Elaine Buxton, president, participated as a speaker at the Independent Mystery Shoppers’ Conference (IMSC), held at the Melia Hotel in Atlanta, GA on May 30th – June 1st, 2013.  The IMSC is a mystery shopper support organization working to improve the industry by providing educational information. The conference focused on ways to complete mystery shopping […]

Companies that depend on the phone as a way to connect with customers face many challenges beyond keeping hold times short. They need to ensure that associates provide friendly service, convey accurate information, suggest other products and offer quick resolutions to customer

After visiting the store, many browsing customers go online to purchase the same item rather than making the purchase in the store. Even with efforts from trained associates, selling to these customers is difficult at best. Despite this phenomenon (called showrooming), the importance of human touch in retail environments lives on. In fact, 82% of retailers in a recent survey said that the role of employees in the workforce toward building better service has become even more important over the past three years.

When you think about trends that impact food service, it’s overwhelming: Older baby boomers dine out more often; social media restaurant conversations and feedback travel instantaneously; more customers choose smaller portions or snacks outside traditional meal times; and quick serve restaurants compete with fast casuals by adding trendy ingredients. Just as managers change menus and strategies as they adjust to these new trends, they should also fine tune restaurant mystery shopping goals to measure how well they meet demands produced by these trends.