Tag: elaine buxton

Over the years, we’ve been asked to conduct research with some very specific and interesting requirements.   For example, Confero recruited smokers with specific types of health insurance policies in order to test and compare the effectiveness of public quit smoking hotlines.  Often times, it’s not the project itself that is the most difficult for us, but the tight time frame that is the most challenging.  Here are some examples:

Confero recently released a podcast recorded with our president Elaine Buxton on the benefits of mystery shopping. In the podcast, Elaine discusses a variety of topics including:

Customer Experience Measurement Firm Supports May 7 Event To Raise Awareness Of Heart Disease As Leading Cause Of Death For Women

About a year has passed since I commented on the ever present phrase, “No problem.” We have all heard the phrase, whether it is after thanking a server for bringing our drinks, or thanking a teller for processing our transaction. In any situation where the phrase is used, it continues to shed a negative tone on what could be an opportunity to wow the customer at the end of an interaction. So, I am not surprised that the number of times that I have heard “no problem” over the past year has not diminished my dislike of it!

Many companies spend significant effort in evaluating, selecting and preparing for a mystery shop program. They invest this effort because they know that the information they gain can be used to improve company performance and top the competition.