Are Expensive TV Commercials Worth It?

Posted on March 29, 2013 by David RichComments

You can't be immersed in customer experience management and analysis without also having an ear finely tuned to the world of marketing. Here at ICCDS, commercials always have a bit more meaning than to a run-of-the-mill viewer. The brand awareness, core messaging, incentives and even ROI are all considerations. Armchair analysis can be a fun exercise, especially when viewing the cream of the crop - Super Bowl commercials. Here are "25 of the Best Super Bowl Commercials." It runs 15 minutes, but it's worth it:

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Topics: Brand Experience

Understanding Shopper Motivations and Marketing

Posted on March 28, 2013 by myadminComments

Marketing messaging tends to work best when it is closely matched to customer needs and wants. Emotional drivers that pull the shopper into the sale are often similar across your customer base.

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Topics: Customer Experience

Retail Sales and the 2013 Economy

Posted on March 27, 2013 by David RichComments

Retail sales have shown modest growth over the past few months. With a 1.1% increase in sales in February along side a pickup in inventories, there is reason to be optimistic. But when we take a look at some macro indicators, the debate begins.

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Topics: Customer Experience

The Future of Social Media in Mystery Shopping

Posted on March 20, 2013 by myadminComments

David Rich, President & CEO of ICC/Decision Services, will speak on October 18-20. The MSPA (Mystery Shopper Providers Association) will be conducting their 13th annual conference in Atlanta. The panel will discuss the future of social media in mystery shopping…

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Topics: News & Events

ICC/Decision Services Study Finds Retailers Falling Short On Customer Experience Management

Posted on March 20, 2013 by myadminComments

ICC/Decision Services, an international Customer Experience Management firm based in New York City, recently concluded a survey across 381 chain retailers to determine the current state of measuring the customer experience. The study went across…

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Topics: News & Events

Back- To-School Study: Shopping In-Store Is Cheaper And More Convenient Than Shopping Online

Posted on March 20, 2013 by myadminComments

As the $83.8 billion back-to-school shopping season kicks in, a new independent study reveals that while shopping online may save customers some time, a trip to the mall can pay off in savings as well as overall convenience… Lorem ipsum dolor sit amet, consectetur adipisicing elit. A iusto impedit odit molestiae voluptates nostrum esse soluta commodi mollitia quo. Voluptatum illo reiciendis praesentium rem labore fugit architecto est iusto.

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Topics: News & Events

15 Companies With The Worst Customer Service

Posted on March 15, 2013 by David RichComments

An interesting article appeared on the Huffington Post - 15 Companies With the Worst Customer Service. No company wants to wind up on any such list - on a blog or otherwise. There are some interesting observations about this list…

Four of the top ten are airlines! This probably doesn't surprise anyone. Delta (3), US Airways (4), American (6) and United (10) round out this group. The airlines have tried, they really have. Think about all the mileage programs and other points and loyalty programs you have come across. The airlines do what they can, but they have two very large obstacles working against them.

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Topics: Customer Satisfaction

Customer Responsibility and Experience

Posted on March 4, 2013 by David RichComments

Customer satisfaction has many components. Some are easy to manipulate, like setting up a customer-focused return policy. Others are more difficult. Employee behavior is one of those difficult items. Not because policy challenging to set, but because human behavior is dynamic and fluid. Even a star employee may have an off day.

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Topics: Customer Experience

Branding, Customer Experience and Auto Sales

Posted on February 28, 2013 by David RichComments

With all the talk about the impending budget showdown in Washington, vehicle sales have been steady and showing some positive signs. February new vehicle retail sales are up year over year, indicating a strengthening consumer demand and overall industry health. This is likely related to pent up consumer demand and an increasing emphasis put on innovation and brand perception by the major auto manufacturers.

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Topics: Customer Experience

5 Ways to Improve Customer Satisfaction

Posted on February 18, 2013 by David RichComments

As retail organizations adapt to a tough economy, customer satisfaction has emerged as a primary way to maintain a competitive edge. As customers become more satisfied the average revenue per sale and number of sales over time both increase. So the question is not just how to increase revenue, but how to increase customer satisfaction.

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Topics: Customer Satisfaction