Tag: secret shopper

Mystery shopping usually means measuring customer experiences as they relate to specific performance expectations for service delivery. This means that mystery shoppers are typically reporting on behaviors and conditions that affect the usually means measuring customer experience .

As I unloaded my cart on a recent visit to the grocery store, I heard the cashier tell his fellow employee, “I’m so tired of working this line. I can’t wait to be out of here!” Hearing this, I considered how the store manager would react if he heard this from his employee. To be sure, the manager would consider the comment a poor reflection on his store and on the company brand. Employees who talk about being bored on the job – in front of customers – are adversaries for a brand rather than advocates, a situation every company wants to avoid.

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.