Tag: customer experience

The Wall Street Journal’s Carl Bialik (“The Numbers Guy”) talked with our own Rob Barry, along with other experts, about the customer view of time spent waiting in line.

CARY, N.C.—Elaine Buxton, president of Confero, Inc., (www.conferoinc.com), has announced that the national customer experience measurement firm has been recognized by Inc. magazine as one of America’s fastest-growing private companies. The 2009 Inc. 5000 is a list of the nation’s top 5,000 fastest-growing businesses based on revenue growth from 2005 through 2008, and represents the […]

Customer service is about selling: selling the right product to the right customer in the right place at the right time. Many factors will determine customer service and, therefore, many factors have an impact on sales. In today’s challenging economic environment, many companies have fewer customers so they must sell more to the customers they do have.

Listening to employee phone calls allows you to imagine yourself as the customer and hear firsthand how your employees interact. Many times managers of front line employees would like to listen to employee conversations but don’t always have the capability to do so. Other times, managers have monitoring capabilities but must listen for hours to hear how multiple employees approach the same inquiry.

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.