It Pays to Have Good Customer Service

Posted by July 9, 2010 by myadminComments

The American Express Global Customer Service Barometer reveals 61 percent of 1,000 American consumers surveyed value quality customer service amid economic instability and will spend 9 percent more at a retailer that offers it.

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Topics: Customer Experience

It's a Woman's Retail World According to One Expert

Posted by July 7, 2010 by myadminComments

Retail guru Paco Underhill cares about what women want so much so that he wrote an entire book on the topic. What Women Want: The Global Marketplace Turns Female Friendly tells a story of how smart businesses are changing to fit the needs of women, a growing group that often already makes up more than half of their customers.

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Topics: Customer Experience

ICC President & CEO David Rich to Speak at In-Store Marketing Summit

Posted by April 16, 2010 by myadminComments

David Rich, President & CEO of ICC/Decision Services, will speak at the sold out In-Store Marketing Summit next week. Appearing with Jim Fuqua, Director of In-Store Experience at SUPERVALU, David & Jim will look at how to measure and impact the true ROI of every program; and how to engage and delight shoppers (and retail partners) every time. Want to know how are you "measuring up" when it comes to executing in-store demos and retail events and who is best in class? David will show examples of who is excelling and who is falling short and why; and will share recent analytics commissioned by ICC/Decision Services exclusively for the In-Store Marketing Institute measuring the in-store experience over a 90-day period in supermarket and mass merchant channels nationwide.

The In-Store Marketing Summit is the premier educational conference for agencies, CPGs, retailers and P-O-P producers looking to improve their retail marketing strategy.

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Topics: News

Pret A Manger...They Get It...Few Others Do

Posted by April 15, 2010 by myadminComments

"My name is Evan Georges. I am the Manager at this Pret Shop."

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Topics: Blog

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Posted by March 20, 2010 by myadminComments

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Topics: Testimonials

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Posted by March 20, 2010 by myadminComments

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Topics: Testimonials

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Posted by March 20, 2010 by myadminComments

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Topics: Testimonials

Customer Experience Synonymous with Operating Strategy

Posted by January 18, 2010 by myadminComments

When you hear the term "customer experience", what is the first thing you think of? Many think of marketing or sales, but how many think of operating strategy? Others immediately think of the expense of running a customer service department. What is often missed is the growth potential and stability of adopting the customer experience into every operational function and decision.

This story on CRM.com discusses the subtle, but very important differences achieved in giving the customer experience a high profile in your day-to-day operations. Here are a few of the major points:

It is true that the customer experience has a lot to do with sales and marketing, but to limit it to these silos is to miss the larger point. Everyone in your organization is a touch point to the consumer.

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Topics: Customer Experience

Making the Promises Real in 2010

Posted by January 11, 2010 by myadminComments

Many are seeing 2009 as a breakthrough year for efforts designed to raise the profile of the customer experience. There is growing evidence that the everlasting pledge to put the customer first actually got beyond lip service and into real and actionable tactics. With the progress made last year, even in very tough economic circumstances, 2010 should see the movement gain even more momentum.

An article on retailcustomerexperience.com offers the following advice as brand marketers and retailers continue to travel down this road:

"Drop the executive commitment facade." Executives need to "put their money where their mouth is" with time, treasure and talent. If it's a real priority, they will manage customer experience like they do financial results.

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Topics: Customer Experience

One Size Does Not Fit All

Posted by January 4, 2010 by myadminComments

Opinions are being weighed from all over the globe as brand marketers and retailers look forward to the economic upturn in 2010 and beyond. The big question seems to revolve around the customer experience. Is price the driving factor or is there value in truly great service? The answer is that "it depends."

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Topics: Customer Experience