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 Nanette BrownComments

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 Nanette BrownComments

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 Nanette BrownComments

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

Understanding Shopper Motivations and Marketing

Posted on February 4, 2013 by David RichComments

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 Intercepts

The Impact of Company Culture on Satisfaction

Posted on January 30, 2013 by David RichComments

A friend relayed a story the other day and it seemed to have dramatic implications for companies. After hearing the situation, the link between corporate culture and customer satisfaction became quite apparent.

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Topics: Customer Experience

Customer Value and Retail Revenue

Posted on January 25, 2013 by David RichComments

What is your average customer worth? Such a simple question but so important when it comes to maximizing retail revenue.

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Topics: In-Store Marketing

Don't Stand For Slow Growth

Posted on January 18, 2013 by David RichComments

The retail sales figures came out and papers across the country are putting their desired spin on the story. The bottom line is that 2012 was not a great year. Retail sales growth was a mere 5.2% this year. Bumped up against 7.9% last year and 5.6 the year before that, and there is not much to be thrilled about.

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Topics: In-Store Marketing

The Relationship Between Prices and Customer Satisfaction

Posted on December 24, 2012 by David RichComments

It started in 2009…Pictures of gas pumps - and $80 tanks of gas - started popping up on Facebook. Fuel costs are not the only product that has seen price increase since the beginning of the recession, food and apparel are up too.

What impact does this have on customer satisfaction?

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Topics: Customer Satisfaction

Making the Most of the Holiday Shopping Season in a Sluggish Economy

Posted on December 18, 2012 by David RichComments

Black Friday sales were up year over year, but what does that mean for your business? Well, that depends…

The National Retail Federation reports that Black Friday sales were up 13% from 2011. This takes into account the four days from Thanksgiving all the way through Cyber Monday. On its face this is a good sign. But when we dig into the greater context, what does it mean for the economy in general? Or perhaps more importantly, what does it mean for your retail establishments?

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Topics: Customer Experience

Increasing Retail Business During the Holidays

Posted on December 6, 2012 by David RichComments

As we move full into the holiday shopping season, retailers should begin to reflect on what they did to prepare for the potential for increased business. There are all kinds of considerations…

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Topics: Customer Experience

Customer Experience Update