Tag: mystery shop

  • 5 Often-Missed Customer Service Focus Areas

    June 23, 2010

    Sometimes the simplest task is the hardest to do. Through our decades of experience and knowledge measuring the customer experience, five key areas stand out when thinking about areas employees frequently miss. These five may seem simple, but they can be difficult to execute consistently across an organization. Consider these areas within your own organization to see if your company is where it should be:

  • Shop the Competition!

    May 26, 2010

    Gathering competitive business intelligence is an important step in retaining and gaining new customers. To help businesses get the information they need, Confero often executes competitor studies on a large scale and over a considerable length of time. However, there are ways for individual stores to conduct competitive analysis locally and effectively. One way is to use your existing employees as mystery shoppers. Here are simple steps to put a competitor evaluation plan into action:

  • Coaching: Maximize Mystery Shop Reports

    April 22, 2010

    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.

  • Confero’s WayBack Machine and Life Lessons-How Small Efforts Paid off Big in the Late 80’s

    April 14, 2010

    We are preparing to celebrate Confero’s 25th year in business in 2011. Naturally, I have started to look back on our years in business. I’m often asked how we got started in the mystery shopping business. Here’s my favorite “how it all started” story. It’s the story of how our local firm became national, quickly, by doing small things right.

  • Mystery Shops Tell Part of Customer Experience

    March 30, 2010

    Confero is best known for mystery shop services , which report on specific performance observations made during on site visits or phone calls. Our other services can add vital elements to your company’s customer experience knowledge. Not all research methods will benefit every business, but for some, these can provide valuable knowledge and more in depth insight into the customer experience: