Tag: customer experience

Confero President Elaine Buxton Named 2009 Business Leader Woman Extraordinaire CARY, N.C. – Confero, Inc. (www.conferoinc.com), a national customer experience measurement firm, has announced that Elaine Buxton, president of the firm, has been named a 2009 Women Extraordinaire recipient by Business Leader magazine. Those selected as Women Extraordinaire honorees are recognized for being leaders, innovators, […]

Confero Profiled in Triangle Business Journal – Using Metrics to Help Retail Shops Sell More Cary, NC — October 2, 2009 Confero Inc. was profiled in the Business Journal’s “Sales and Marketing: Sales Stories” section this week. Click here to read the full article entitled: Using Metrics to Help Retail Shops Sell More”.

Considering telephone mystery shopping call scenarios for your bank ? A good starting point is to think about the client interactions that are most critical to the achievement of your bank’s sales and service goals.

Mystery shopping usually means measuring customer experiences as they relate to specific performance expectations for service delivery. This means that mystery shoppers are typically reporting on behaviors and conditions that affect the usually means measuring customer experience .

As I unloaded my cart on a recent visit to the grocery store, I heard the cashier tell his fellow employee, “I’m so tired of working this line. I can’t wait to be out of here!” Hearing this, I considered how the store manager would react if he heard this from his employee. To be sure, the manager would consider the comment a poor reflection on his store and on the company brand. Employees who talk about being bored on the job – in front of customers – are adversaries for a brand rather than advocates, a situation every company wants to avoid.