The Case for Customer Surveys

Posted on November 29, 2012 by David RichComments

What do your customers want?

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Topics: Customer Satisfaction

Increase Retail Revenue By Building Mindshare

Posted on November 26, 2012 by David RichComments

Last week something interesting happened. Well, interesting from a marketing perspective. I’m on the phone with a friend Saturday morning and said she was heading out the door to go shopping. I asked her, "Where are you headed?" To which she replied, "I'm making a Costco run!"

This was kind of expected. Many Saturdays are home and family shopping days. What flew under the radar, at least at first, was that she didn't go to Costco.

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Topics: Brand Experience

The Story Behind Your Sales

Posted on November 19, 2012 by David RichComments

In a timeless book by Seth Godin, "All Marketers Are Liars: The Power of Telling Authentic Stories in a Low-Trust World" Godin didn't really mean marketers lie, rather that they craft stories that help customers along through the buying cycle.

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Topics: Brand Experience

Why Customer Experience Matters

Posted on November 14, 2012 by David RichComments

Retail sales environments will turn on a dime. In a market environment where margins are becoming tighter and customer service demands are increasing, retailers of all types are constantly looking for ways to boost revenue.

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Topics: Customer Experience

Compliance and Success

Posted on November 1, 2012 by David RichComments

You run a tight ship.

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Topics: Compliance Audit

Building Revenue on a Foundation of Trust

Posted on October 31, 2012 by David RichComments

Stacking Trust. Two little words that can jump start your retail sales.

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Topics: Brand Experience

Three Things Best in Class Retailers are Doing To Drive 4th Quarter Revenue

Posted on October 22, 2012 by David RichComments

Last Monday, the US Department of Commerce released third quarter retail sales figures. The report was better than expected and analysts are now predicting a solid fourth quarter.

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Topics: Customer Satisfaction

How Suggestive Selling Can Impact Retail Revenue

Posted on October 16, 2012 by David RichComments

I admit it. I am a coffee junkie. Well, not so much a junkie as a "regular" at a coffee shop down the block from my office. Each morning on my way to work I stop in to get my coffee. I had a fun engagement on Friday morning that got me thinking about retail sales and how suggestive selling techniques can really drive retail sales.

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Topics: Customer Experience

Increase in Engagement Equals an Increase in Conversion

Posted on September 27, 2012 by David RichComments

Check Out Our Latest Customer Intercept Infographic:

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Topics: Blog

Brand Elements and How To Manage Them

Posted on September 27, 2012 by David RichComments

For retail chains, brand is everything. By everything, I mean the very success or failure of the operation. In the harsh world of consumerism, perception is reality and if your prospective customers have anything but a positive perception, the business will begin to slide and ultimately, fail.

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Topics: Brand Experience

Customer Experience Programs Rule The Day

Posted on September 21, 2012 by David RichComments

The customer is always right. Right?

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Topics: Customer Experience

Online and Offline Marketing: Which Is Better?

Posted on September 19, 2012 by David RichComments

ICC/Decision Services has long used customer intercepts to gather intelligence for retail operations. By getting real customer feedback, retailers are able to polish their operation and make nice advances in both customer satisfaction and profitability.

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Topics: Customer Intercepts

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

Posted on August 14, 2012 by David RichComments

In test of online vs. in-store experience by STELLAService and ICC/Decision Services, back-to-school customers saved $21 in-store. Office Depot surpassed competition both online and off

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Topics: Blog, News

Your Brand Promise

Posted on May 16, 2012 by David RichComments

We've used the term "brand promise" a lot throughout our blog here at ICC/Decision Services and thought it about time we define what we mean by it. While not a complicated concept, it can get muddied up a bit without a clear focus. That clear focus is what will keep your mystery shopping program on track.

A brand promise is: "This is what we will deliver to you." Pretty simple, right?

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Topics: Mystery Shopping

Why Disney Does Not Need Mystery Shopping ... But You Do

Posted on April 23, 2012 by David RichComments

Disney parks do not need to be mystery shopped.

We know when Snow White's skirt is the wrong shade of yellow or when the blush in her cheeks is not quite right. We know when her smile is slightly off or her hands are not quite moving at the right speed.

This is not an accident. This is a result of a carefully managed brand where Disney has articulated clear expectations to their employees who are then charged to communicate them to its customers.

We know when the brand promise of "A Disney Experience" is being upheld or broken by the characters in the park. We know if the fireworks over the Magic Castle did not look quite right this evening.

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Topics: Mystery Shopping

Customer Experience Update