How Suggestive Selling Can Impact Retail Revenue

Posted by 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 by 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 by 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 by 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 by 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 by 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 by 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 by 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

Making NO delicious. Topping Dominos

Posted by April 13, 2012 by David RichComments

You can't have extra cheese, substitute or remove toppings or ask for thicker crust on Dominos Artisan pizzas. They won't do it.

That is part of a Dominos pizza with boundaries strategy on their four artisan pizzas.

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Topics: Brand Experience

Lululemon - "It can't be that simple."

Posted by March 27, 2012 by David RichComments

In an age when most retailers are spending their time gathering large amount of data on their customers through surveys, social media and just plain begging to leave feedback, Lululemon Athletica Inc is taking a polar opposite approach to listening to their customers.

They are literally listening to their customers, doing things like placing the folding tables close to the fitting rooms to be able to hear complaints first-hand and in real-time.

Lululemon is an apparel chain that sells high-end yoga and athletic wear. They have created a rabid fan base for their product by creating scarcity with their product. They also have an obsessive "Big data gives you a false sense of security," says Ms. Day.

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Topics: Customer Experience