Tag: secret shopper

1. Making it Difficult for Customers to Contact You:  Many companies have “contact us” email forms on their websites, and for some, this is the only manner in which customers may easily contact them.  Companies frequently desire to measure how easy it for customers to locate contact information on their website.  As an example, one of our clients discovered that it was difficult for mystery shoppers to simply search for a company location nearest them. Online mystery assessments uncover areas critical to a customer’s ability to find and contact you.
    

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

Customer Experience Measurement Firm Ranked On 2011 List Honoring Privately Held Women- And Diversity-Owned Businesses

CARY, N.C. – Elaine Buxton, CEO and president of Confero, Inc., a national customer experience measurement firm, has announced that the firm has been selected as a Top Privately Owned Business by DiversityBusiness.com, distinguishing the firm as one of the top entrepreneurial companies in the country. Confero is included in DiversityBusiness.com’s annual Top Business List, a recognized and respected compilation of women- and diversity-owned companies that differentiate themselves in the marketplace. Confero was ranked No. 38 on the Top 50 Women Owned Businesses in North Carolina list, and No. 38 on the Top 50 Diversity Owned Businesses in North Carolina list. Confero’s position will be honored at the 11^th annual National Business Awards Ceremony and Conference on April 19 in Harbor, Md.

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.

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.