Seek Actionable Mystery Shopping Survey Data to Achieve Better Results

Posted on June 26, 2013 by David RichComments

When we talk about customer experience, it can be easy to get bogged down in semantics. If we started with the abstract idea of customer experience, then parsed out each piece of its meanings separately, we’d quickly realize that customer experience can’t be improved with a single prescription. Each of its many components requires separate criteria from which we can evaluate quality based on all aspects of an in-store experience.

A current critique of the mystery shopping industry is a lack of effective data having to do with aspects of a store environment that can actually be improved at a local level. In other words, when we think of what makes survey results “effective,” we’re talking about what is actionable. Before considering the specifics of what will make data from shoppers’ surveys actionable, first we must define the goal that the program is aiming to achieve.

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Topics: Mystery Shopping, Customer Experience, Brand Experience

ICC/Decision Services Publishes Results of Rx-cellence Benchmark Study

Posted on April 23, 2013 by Nanette BrownComments

New York City —Independent grocers surpass national and regional chains in pharmacy performance
according to a six-part survey of the nation’s top national, regional, independent and
specialty grocers. Conducted by ICC/Decision Services and drawing on 100,000 data
points, the STRONG study is a year-long analysis of how pharmacies rank in the key
areas of Suggestive Selling, Technology, Rx-cellence, Outstanding customer service,
Nutritional and Guide to social media. In the latest installment of the study (measuring
Rx-cellence), “Independents showed the highest rate of service in all aspects of
pharmacy interactions, including acknowledging customers in line, greeting them at
the service counter, fielding questions, and even escorting customers to products,”
according to Progressive Grocer, which published the results.

According to David Rich, President & CEO of ICC/Decision Services: “These metrics bear
out the adage that the best independent retailers can be ‘small enough to know you and
big enough to serve you.’” But, Rich continues, there are readily available tools for larger
grocers who want to see their pharmacies deliver improved service. Implementing a
documented training program that is reviewed with new and current associates, as well
as ongoing measurement of said practices can positively impact service, and as a result,
deepen customer loyalty. “

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Topics: News

Mobile Web ROI For Retailers

Posted on April 3, 2013 by David RichComments

Mobile websites have gained market acceptance at a dizzying rate. The iPhone did indeed change the retail environment forever. There is however, a certain amount of struggle retailer are going through as they try and figure out 1) How to best use mobile web technology and 2) How to measure its effectiveness. Google is further asserting itself in the realm of mobile advertising with a new tool that will help businesses measure their overall ROI on mobile ad spend.

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Topics: Customer Experience

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 Nanette BrownComments

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 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 Experience Update