Programs and research insights that help organizations translate customer experience findings into clear operational action plans and performance improvements.
What are some helpful tips to keep your mystery shopping program fresh? Also, why should you care to keep your mystery shopper program refreshed? Questions to Consider as You Consider Your Next Round of Confero Mystery Shop Business Evaluation: Customer expectations, operational processes, and service channels evolve over time. Mystery shopping programs should evolve as…
Some organizations choose to begin anonymously to establish a true operational baseline before employees know measurement is occurring. Want to test the waters before entering into a full-scale customer experience measurement program? A mystery shop pilot lets you do this. Prior to beginning an operational assessment program narrow down what your team wants to accomplish and…
Actionable customer experience data reveals how customers are actually experiencing a brand and how well teams deliver on that promise. It reveals how customers are actually experiencing a brand – and how well teams are delivering on the promise made to them. When used well, this insight does more than measure performance. It guides decisions,…
Businesses today are not suffering from a lack of information. In fact, many leaders feel the opposite pressure. Data flows in from customer surveys, operational dashboards, online reviews, and internal reporting systems. As Confero CEO Elaine Buxton explains: “In most organizations today, the challenge isn’t a lack of information — it’s the ongoing tsunami of…