Customer-focused Resolutions for 2011

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25 Resolutions for Customer-focused Organizations 
  1. newyearcalendar_2011Speak customer, not industry jargon.
  2. Shake up employee incentives
  3. Adapt customer service delivery to your customers' different styles.
  4. Hire employees with top-notch customer service skills.
  5. Keep employees motivated with recognition.
  6. Communicate customer feedback internally.
  7. Monitor social media.
Read the full article here.

Prepared Employees: Ready to

Explain Bank Fees

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Banks are thinking about imposing annual fees of $25 or $30 on debit cards, according to people familiar with bank strategies. Other banks will increase fees on checking accounts. For example, during 2011, Bank of America will offer four basic checking accounts in some states, instead of three. Three of the four will offer new ways for customers to avoid fees, while the fourth, the Essentials account, has an unavoidable monthly fee between $6 and $9.

Read the full article here.

Are Your Customers Satisfied? Or Wowed?

According to Ritz-Carlton's Diana O'Reck satisfying customers is average performance and does not make you stand out among your competitors. For Ritz-Carlton, the goal is to go beyond satisfying guests and do what is needed to keep them coming back. Employees create relationships and an emotional connection that ultimately results in more engaged customers. Ritz-Carolton management provides constant reminders for employees on how to "wow" hotel guests. Managers provide all employees with a "gold standards" pocket-sized card which lists the firms five main customer service rules.

Read the full article here.

Confero CEO Elaine Buxton Finishes Year as President of Industry Association MSPA

MSPA New Logo
As 2010 came to a close, Elaine Buxton completed her term as President of the Mystery Shopping Providers' Association (MSPA), North America. Elaine has been involved with the MSPA since its beginning in 1998. Confero was a charter member of the organization. 

Read the full article here.

January 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition


  • Room for improvement in the customer experience arena. In a recent study conducted by Forrester Research, over 7,700 customers responded to questions on satisfaction with 154 companies. Surprisingly, respondents ranked only 6% of companies as excellent. They ranked 2/3 of the brands as okay or poor.
Read the full article here.

Confero Kicks Off 25th Anniversary in 2011!

We are celebrating a significant milestone in 2011--Confero's 25th anniversary. Throughout the year we'll recognize and thank our clients, who are the reason for our growth and staying power, share stories from the "old days," and feature the number "25" in newsletter articles and other ways. We are excited to kick off our celebration of this important accomplishment with employees, clients and business friends.

Confero's New Headquarters!

Confero is pleased to announce its new headquarters location. The move was completed during the holidays and went smoothly, since the location is only minutes from our previous office. We are now settled in and working from the new location. The new office is in a great location and will allow us more space as we continue to grow. Our address is: 535 Keisler Drive, Suite 204, Cary, N.C. 27518.

National Wear Red Day is February 4th!

Go Red for Women Logo
The American Heart Association's Go Red for Women "National Wear Red Day" is Friday, February 4th. Each year, thousands of organizations across the country, including Confero, participate in different ways to help raise awareness of heart disease in women. Heart disease is the number one killer of women: 1 in 3 women die from the disease each year.

Read the full article here.

January 2011

Issue: 11
In This Issue
25 Resolutions for Customer-focused Organizations
Prepared Employees: Ready to Explain Bank Fees
Are Your Customers Satisfied? Or Wowed?
Confero CEO Elaine Buxton Finishes Year as President of Industry Association MSPA
January 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
Confero Kicks Off 25th Anniversary in 2011!
Confero's New Headquarters
National Go Red Day is February 4th!


Mystery Shopper Comments of the Month

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What would you do if a customer made one of these comments about one of your employees?

"I feel I got to know a few of the sales associates well enough to establish a comfortable business relationship with them."

"The teller made a routine bank stop personal and very pleasant. I felt like I was visiting a friend."

"The associates were attentive and concerned that I was happy with the service I received. I appreciated that they told me the total cost up-front and were accurate in their estimate."

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All of us at Confero hope you enjoy this newsletter.  Feel free to share this information with colleagues and friends.  We would appreciate your comments about the articles and suggestions for future issues.


Elaine Buxton

President & CEO


Confero, Inc.   535 Keisler Drive, Suite 204     Cary, NC 27518

(t): 800-447-3947     (f): 919-380-7136