Back in the 1980's one of our early mystery shopping clients was a McDonald's franchisee. When our CEO, Elaine Buxton, met with him to discuss our quality review process, she explained that all reports would reflect the utmost professional language. She gave the example stating the review team would change a phrase like...

Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach. The Wall Street Journal reports that some companies now go one step further and reevaluate the voice that initially greets customers. These companies believe that with a friendlier, more inviting voice, they increase the chance that customers will stay within the automated system rather than trying to reach a live operator, which save companies money. Aflac, for example recently brought on a new voice with a calm, hometown feel for its initial greeting. The company reports a 7% increase in customer satisfaction with the automated system since implementing the new voice.

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• Consumers continue positive holiday buying trends into Valentine's Day purchases. The National Retail Federation reports that, on average, customers will spend roughly $116 for Valentine's Day, an 11% increase from last year's $103.
   

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"Buy Local" campaigns communicate convincing reasons why residents should shop or dine at locally-owned stores, including support of the local economy and reduction of environmental footprint, since buyers don't have to travel as far to make purchases or dine out. The campaigns emphasize that local company employees usually know your name and make shopping or dining at their business a far more personal and satisfying experience.

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Nation's Restaurant News reports that casual restaurants grew sales 1% in 2010, and projected growth annually for 2011 is not projected to be much higher. Some customers that previously dined out frequently now scale back restaurant visits or limit them to special occasions.

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Restaurants, grocery stores and banks all have something in common--an employee dress code. Some companies, such as UBS in Sweden, have traditionally taken dress codes to higher levels. A 44-page guide for employees contains specific directives about employee nail care, glasses, and even underwear. Recently, though, UBS announced that it will change its strict policies to more practical dress guidelines. While most companies don't manage company appearance down to such small details, many have some type of code in place, whether it includes wearing name tags or collared shirts, or directing employees not to wear jeans, nose rings or multiple earrings.

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Confero was recently named a finalist in two categories for the 5th annual Stevie Awards for Sales and Customer Service. Stevie Awards judges considered more than 800 companies for the awards this year, and Confero is honored to be among the finalists. The Confero client services managers were nominated as a team and named a finalist for the Customer Service Management Team of the Year award. Confero has also been named a finalist in the Customer Service or Call Center Consulting Practice of the Year. Elaine Buxton, Confero's CEO and President, is scheduled to attend the awards banquet on February 21st at Eden Rock Renaissance Hotel in Miami Beach, Florida.