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…
Third-party delivery platforms such as DoorDash and Uber Eats help restaurants expand convenience for existing guests while also reaching new customers through mobile ordering and delivery options. As third-party delivery becomes a larger part of restaurant operations, measuring the delivery experience is just as important as evaluating dine-in, drive-thru, or takeout service. For restaurants starting…
For most consumers, the buying process begins and ends with online reviews, yet many companies don’t have resources to monitor online reviews and reply to them quickly. When online reviews go unnoticed, your company may miss valuable opportunities for customer service and operational improvements. What’s more, online profiles for your company’s locations may contain incorrect…
Spending time on hold is aggravating, and a recent study revealed just how customers feel. From a survey done by Acena, over half of the callers reported that being placed on hold for even 1 minute was too long, and 1/3 of people believe that calls to customer service representatives should be handled immediately. According…
Every digital touchpoint—such as a website, app, chatbot, kiosk, or delivery platform—is an extension of customer service. Even without face-to-face contact, these interactions profoundly shape how customers perceive the brand. Each interaction carries the possibility of delight or frustration. Automation Should Empower, Not Replace Customer experience expert Shep Hyken, in his Forbes article “Outdated Technology…
As a national mystery shopping company, we know that measurement is critical for improving customer experience. Mystery shopping, post-visit surveys, and other customer feedback programs give businesses valuable insight into how well they are meeting expectations, whether they operate nationwide or in a specific region. But when the measure becomes the goal, the process breaks…
Companies often say they want customer, employee, or compliance insights. But the real question is—are you ready for what those insights may reveal?Requesting feedback is only the first step. The real work begins when the results arrive, especially if they highlight areas that need improvement. Leaders who embrace actionable customer insights as tools for growth see transformation. Those who only seek validation risk disappointment. What “Ready” Really Means Being ready for insights goes beyond commissioning a study. It means: Common Barriers Even well-intentioned companies sometimes fall short. Barriers include: Steps to Readiness Organizations can prepare by: The Bottom Line Insights have the power to drive meaningful change—but only if a company is truly ready to receive and act on them. Asking for insights is step one. Being prepared to embrace them, own them, and take action is what creates lasting impact. The best companies view insights as part of an ongoing journey. You’re never finished getting better. Read more on these topics in other blog posts –
A forward-thinking guide for executives who expect more from CX insights. 1. The CX Landscape Has Shifted — Executives Need Faster, Clearer Insight Customer experience research in 2026 requires faster, clearer insight than ever before. Customer expectations are evolving rapidly, and brands can no longer rely on slow, fragmented, or anecdotal feedback alone. Confero’s perspective…
Beyond the Forecast: How External Forces Shape Customer Experience Expectations Empty bread shelves often signal a coming storm in the local market.Empty ice cream freezers suggest a heat wave is driving customers outside the store. These everyday signals reveal something important: forces outside of business operations directly affect customer behavior and expectations inside your stores…
In our experience, turning customer insights into revenue is a challenge not because organizations lack data, but because they often have too much of it. In working with multi-location organizations, we often see a constant stream of signals coming from transactions, service interactions, digital behavior, and direct feedback. The promise of that data is insight…