Skweal: Customer Satisfaction Survey Application Provides Real Time Feedback!

Posted on March 16, 2011 by blogComments

Many businesses still rely upon comment cards to get a feel for just how satisfied their customers were with the experience; but there is one thing that's lacking with that format - the feedback is not instant.

In today's day and age, immediate feedback is essential. There are consumers who will neglect to say anything in person, but they will instead go home and start posting negative information about your shop on every internet site that they can find.

There's now an application called Skweal that offers a solution. This application allows you to run damage control before they even set foot outside the door. That way, you can still persuade a customer to return and learn what she'd rather see next time she stops by!

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Topics: Customer Satisfaction

How Retail Social Media Use Parallels My Food Industry Summit Talk

Posted on March 12, 2011 by David RichComments

This week I participated in the 5th annual Food Industry Summit with a talk that focused heavily upon social media in retail. In many ways, it can be said that my experience with this talk paralleled effective use of applications like Twitter and Facebook proving that you can apply social media concepts in real life, and that people truly respond to these strategies applied online or offline.

Using Short and Sweet Social Media Communication

It's no secret that the majority of people have limited attention spans. We're all busy and have dozens of things running through our heads at any given time. People want to get the most information in the shortest period of time in order to digest it and act on it.

The fact that there are character limits with many forms of social media communication is one of the reasons that it has become so popular. Individuals have had to learn to get straight to the point, and followers of their social media accounts don't have to devote a whole lot of time or energy in learning from the business. It's simply there, in your face.

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Topics: Customer Experience

A Preview of David Rich's "Social Media in Retail" Presentation

Posted on March 9, 2011 by blogComments

I was fortunate enough to receive a preview of David Rich's material for tomorrow's fifth annual Food Industry Summit and while I'm not going to spoil the suspense entirely, I felt it only fair to share a little bit of a teaser with you as well. If you attend the event, you're going to learn a lot about the man behind the business - and even beyond that, you're going to be reminded of the social media fundamentals that are so often forgotten in this industry.

Here are a few points that the talk will cover that you should be prepared to take note of:

  1. Social media is still social - it may say it in the name, but that doesn't mean we always remember what social media is all about. Some businesses focus too much on using it for self-promotion, and that whole personal connection aspect goes out the window.

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Topics: Customer Experience

Using Social Media to Promote Your Brand

Posted on March 8, 2011 by blogComments

If you're looking for ideas on how to increase your brand awareness on social media, there are a number of ways you can go wrong. Instead of focusing on those, we'll focus on helping you do it the right way! Below we've outlined some suggestions to get you started. You can learn more about the power of social media in retail by reading David Rich's latest post, or you can catch his talk at the 5th Annual Food Industry Summit.

    1. Mention exciting promotions using social media - particularly during tough economic times, consumers are more focused than ever on finding a bargain. Social media takes coupon clipping to all new levels! If you've got a promotion coming up in store or online, post it on Facebook or Twitter. You can even create exclusive coupon codes for individuals that follow you or like your business page. This will keep existing customers in the loop and help draw in all new ones.

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Topics: Mystery Shopping

What Do Brands Need From Social Media?

Posted on March 4, 2011 by David RichComments

I will be speaking at the fifth annual Food Industry Summit next week at Saint Joseph's University on using social media for brands and retailers. I wanted to give you a quick glimpse into my presentaion ahead of the conference.

Ultimately, social media is about relevance and respect. Brands want it as well and social media allows them to grab their fair share in a voice that speaks to their customers the way they want to be heard.

That is power.

That is power for the generic cereal that gets relegated to the bottom shelf. That is power to traditionally seasonal products like @BrucesYams that people may forget about except during Thanksgiving and the winter holidays. That is power for almost any other brand that struggles to get noticed with one facing in a crowded category.

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Topics: Customer Experience

ICC President & CEO David Rich to Speak at St. Joseph’s Food Industry Summit 2011

Posted on March 4, 2011 by David RichComments

New York, NY (PRWEB) March 4, 2011 David Rich, President & CEO of ICC/Decision Services, will speak at the fifth annual Food Industry Summit next week. This year’s summit theme is “Sales and Profit Growth through Direct Marketing, Social Media, and E-Commerce.” David will address how social media is more than a department or even strategy, but a way in which customers will connect and grow with brands and retailers.

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Topics: News

Actionable Quality Metrics of Mystery Shoppers

Posted on March 1, 2011 by blogComments

If you hire a mystery shopping service that simply decides to point out what went wrong with their experience in your retail store, how far is that really going to get you? As a business owner or manager you may find yourself feeling as though nothing is going right, but you've got no idea how to move forward from there. You need to ensure that the assessment will include actionable quality metrics that can help you make positive changes in the following areas:

  1. What would have created greater sales potential - a mystery shopper can tell you what might have increased their desire to buy your products or services. That could mean pushing a different product with an upsell, for example.

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Topics: Mystery Shopping

Retail News: Is Apple's 'Secret' Meeting a Marketing Stunt?

Posted on February 26, 2011 by blogComments

Apple has been creating a lot of buzz this past week, with the media reporting that staff members had been asked to sign a Non Disclosure Agreement before a top secret meeting was set to take place. Naturally, the implication is that there's something hugely exciting in the works and it's kept individuals busy with speculation. We're not going to focus upon what Apple has brewing, because we're onto their other scheme - this amazing PR move!

With all the hype, it's clear that this 'top secret' meeting was never kept under wraps, and that may all have been for the sake of publicity. There are few businesses out there that can generate so much interest about an internal administrative process like an NDA signing. However, Apple knows their every move is watched and it's probable that they decided to take advantage of it! This is a unique form of marketing that's brilliant as it avoids direct sales, but still accomplishes a number of goals:

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Topics: Customer Experience

Undercover Boss Brings Exposure to Mystery Shopping

Posted on February 24, 2011 by blogComments

The television show 'Undercover Boss' sheds new light on the mystery shopping industry for those that have never contemplated the benefits of using this type of service. This show takes high ranking executives from major American companies and follows them as they step out of their comfortable offices and get their hands dirty. These executives work alongside entry level employees to get a better feel for what makes their companies tick. The show is entertaining for those that enjoy seeing some of the country's wealthy business people demonstrate a frequent inability to succeed while working in labor-intensive positions. But it offers much more too as it provides a unique look at how mystery shopping works and the benefits it provides.

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Topics: Mystery Shopping

Choosing a Mystery Shopping Provider: Five Essential Questions

Posted on February 17, 2011 by David RichComments

With literally hundreds of providers eager to help you implement a mystery shopping program, knowing where to begin and what to look for can feel like a mystery in itself. Fortunately, finding the provider that’s right for your and your business comes down to answering five essential questions.

1. What’s Their Track Record?

The increasing recognition that mystery shopping programs can be used as an indispensable tool for increasing revenue and improving service has recently generated a proliferation of fly-by-night providers. And, while many of these providers assuredly offer quality services, researching the history of your potential mystery shopping provider is vital.
To get a read on any potential provider’s track record, here’s what you should consider asking:
Where has the provider been doing business, and for how long? Look for a provider with proof of a six month track record, minimum (obviously, the longer the better!).
Can you contact satisfied customers for a recommendation? In the customer service world where the “customer is king,” be suspicious of any provider who can’t offer such a list.
What qualitative and quantitative data gathering and analysis measures does the provider use? If they can’t clearly outline such measures in the abstract, can they really do it with your actual data?
What they will offer you and how much it will cost? More importantly, how do their rates and services compare with at least one other provider?

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Topics: Customer Experience, Blog

Customer Experience Update