Tag: mystery shopping providers association

CARY, N.C. – Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, has announced that president and CEO Elaine Buxton has been elected to serve as vice chairman of the Mystery Shopping Providers Association (MSPA) global board of directors. In her position, Buxton will be responsible for working to update and refine the group’s strategic plan. Prior to being elected vice chairman, Buxton served as immediate past president of the MSPA-North America in 2011.

The mission of the MSPA is to improve and stimulate the acceptance, performance, reputation and use of mystery shopping services. For more information about the MSPA, visit http://www.mysteryshop.org

“As a dedicated member of the mystery shopping industry, I am committed to providing a high level of service to the MSPA and all its members,” said Buxton. “Being elected again to the global board of directors is quite an honor, and I look forward to working with other board members to promote mystery shopping around the world.”

Customer Experience Measurement Firm Recognized In Two Customer Service Awards Categories

CARY, N.C. – Elaine Buxton, CEO and president of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, has announced that the firm was presented with a Stevie® Award in the Customer Service or Call Center Consulting Practice of the Year category in the 5^th annual Stevie Awards for Sales & Customer Service, announced at a gala banquet on Feb. 21 in Miami Beach, Fla. Additionally, Confero was named a finalist in the category of Customer Service Management Team of the Year. Finalists were chosen by business professionals worldwide during preliminary judging, and winners were selected among the finalists by the Stevie Awards’ Board of Distinguished Judges & Advisors.

We are pleased to announce that Confero was recently named winner in the Stevie Award category, “Customer Service or Call Center Consulting Practice of the Year.”   Confero learned that it was a contender for the award last month, and the final results were revealed on Monday, Feb. 21 at the Eden Roc Renaissance Hotel in Miami Beach, Fla.  This award is particularly meaningful to Confero’s customer service team because it recognizes the team’s delivery of quality solutions in 2010, including many which involved quick turnaround times and tough requirements.

As 2010 came to a close, Elaine Buxton completed her term as President of the Mystery Shopping Providers’ Association (MSPA), North America.    Elaine has been involved with MSPA since its beginning in 1998. Confero was a charter member of the organization.

Customers express their dissatisfaction with companies in many ways: in person, via customer satisfaction surveys, or through email.  But how do companies address customers who voice their negative opinions online without communicating complaints directly to the business?   If you’re AT&T, you seek out unhappy customers who vent elsewhere.  New software allows AT&T to monitor what customers say via Twitter.  With the software, AT&T managers gain additional data on customer complaints and put solutions into action faster.