Lost Opportunities: Out of Stock (OOS) and Retail Customer Experience
Do you worry about lost sales opportunities and less than perfect customer experiences when your associates interact with customers? Does it worry you even more to think of situations when customers visit with a specific item in mind, only to find the item not on your shelf?
When customers visit your location with a product in mind and don't find it, negative customer experiences are not the only result. After experiencing this frustration, customers may return; however some opt to shop at another store where they feel more confident about finding items on the shelf. In fact, fifty percent of those who encounter an OOS will visit another store to find the item. The most frustrating
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Case Study: Patient
Communication in a Healthcare Setting:
Is it Clear?
While we work with a variety of companies in different industries, we hear from more medical organizations now that need information on how staff members interact with patients; and what influences a patient to visit and refer others later. Some also ask us to include competitive & business intelligence studies to see how they stack up the competition. Confero provides services that gain this data by using healthcare, medical practice and doctor office mystery shoppers. For instance, a medical device manufacturer approached Confero about filling in the blanks on an important element of the company's sales process. The manufacturer needed details on how
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Confero Team Participates in Mystery Shopping Conference
Elaine Buxton, President and CEO, and Paul Jacobi, Data Services Manager, attended the Mystery Shopping Providers Association (MSPA) 14th annual conference held in San Diego this month. The conference honed in on the industry's present challenges while at the same time offered discussions on envisioning the industry for future growth and improvements.
Elaine is currently Vice-Chair of MSPA's Global Board of Directors.