Head to Head – Customer Satisfaction Surveys vs. Mystery Shops
August 26, 2010
Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist. Would you answer the following “yes” or “no”?Confero, Inc. Named To Carolina Parenting’s 2010 N.C. Family-Friendly 50 List
August 26, 2010Customer Experience Measurement Firm Honored For Offering Family-Friendly Opportunities In The Workplace
CARY, N.C. – Elaine Buxton, CEO and president of Confero, Inc. (www.conferoinc.com), a national customer experience measurement firm, has announced that the firm has been named to Carolina Parenting Inc.’s N.C. Family-Friendly 50 list for 2010 . The Family-Friendly 50 honor recognizes companies in North Carolina that help working parents by offering family-friendly employment programs, policies and opportunities. Selections are made in partnership with the UNC Kenan-Flagler Business School. Confero will be recognized in a special section of the September issues of Carolina Parent, Charlotte Parent and Piedmont Parent, at events in all three markets and on Carolina Parenting Inc.’s websites. For more information, visit http://www.carolinaparent.com.
Elaine Buxton Named To Triangle Go Red For Women Executive Leadership Team
August 18, 2010President Of Customer Experience Measurement Firm Supports Initiative To Raise Awareness Of Heart Disease
US Government Uses Mystery Shopping to Ensure Compliance
August 11, 2010
In two recent cases, the U.S. government used mystery shopping techniques to audit what individual consumers were told during one-on-one interactions. These cases highlight the consequences of giving inaccurate or incomplete information to customers. Auditing the information given to customers could have perhaps helped these companies avoid the costly consequences of wrongdoing or unintentional misrepresentation.
The JetBlue Example: Are Your Employees Preparing to Slide Down the Chute?
August 3, 2010By now, everyone has heard the story about the JetBlue Flight attendant who became frustrated with a passenger, expressed his anger over the public address system, and exited the plane via the emergency chute. While it’s still not clear what exactly transpired on the plane, one thing that is clear is that many took his side, despite his bizarre actions. Why did people praise his behavior? Is it that airline customers empathize with airline travel stress, since they know firsthand the stress and overcrowding of many flights?
Misconceptions about 
In two recent cases, the U.S. government used mystery shopping techniques to audit what individual consumers were told during one-on-one interactions. These cases highlight the consequences of giving inaccurate or incomplete information to customers. Auditing the information given to customers could have perhaps helped these companies avoid the costly consequences of wrongdoing or unintentional misrepresentation. 
By now, everyone has heard the story about the JetBlue Flight attendant who became frustrated with a passenger, expressed his anger over the public address system, and exited the plane via the emergency chute. While it’s still not clear what exactly transpired on the plane, one thing that is clear is that many took his side, despite his bizarre actions. Why did people praise his behavior? Is it that airline customers empathize with airline travel stress, since they know firsthand the stress and overcrowding of many flights?