Topics: Case Studies
The Challenge: Many store managers at a national drug chain appeared to be undermining both store associate behavior and training guidelines. As a result, the in-store performance of associates began to deteriorate. Even worse, customer perceptions of the chain's overall service started to suffer.
Topics: Case Studies
By: David Rich
In an age in which consumer markets are becoming increasingly powerful, continually assessing how well your company is fulfilling consumer expectations of your brand is no longer a luxury relegated to the realm of big corporations. It's a necessity that can ensure success for even the smallest of retail operations. And failing to implement this kind of evaluation can mean an untimely death to your businesss.
By: Jennifer Korolishin, NRF Stores
Quality control goes under cover as Stores provides a case study of brand management at Pacific Sun, assisted by the mystery shopping and data services of ICC/Decision Services. From the consistency of product presentation to the smallest detail, like in-store music, mystery shopping programs help retailers maintain consistency chain-wide.
By: David Rich
A long-held misconception exists that mystery shoppers supply businesses with information similar to that drawn from ordinary customer feedback. In fact, mystery shoppers provide a much different service, especially to those businesses aiming to be among the "best-in-class" within their industry.
By: Richard Shulman
Achieved through such methods as a mystery shopping program, improved customer satisfaction and corporate performance can result in a more robust bottom line.
Enjoy the peace of mind that comes with compliance audits from ICC/Decision
By: David Rich
Topics: White Papers
Whether you are a wireless service provider or a traditional landline provider, you have likely experienced the intense competition growing in your industry. Delivering positive retail customer experiences has become essential to maintaining and growing your brand. ICC/Decision Services understand the complex world of the telecommunications market. It is in our DNA!
We have extensive experience helping our clients in this highly competitive industry carve out a competitive advantage by developing programs such as mystery shopping, on-site audits and customer surveys. ICC/Decision Services' customer experience management programs yield positive customer experiences within each store and across their entire network of stores. From the moment a customer steps into your telecommunications retail store to the moment they leave, your staff is creating an impression on their minds. Our highly trained team of mystery shoppers/auditors will record the performance of frontline staff to ensure that every component of the customer experience conforms to your brand promise.
ICC/Decision Services recognizes that positive customer experiences in the restaurant industry can make or break a restaurant brand. Our customer experience programs such as on-site audits and customer surveys are designed to help your frontline staff consistently deliver the positive experiences that have made your brand so successful in the first place. Our highly trained auditors are focused on evaluating every aspect of what makes your planned customer experience successful. We closely monitor the results that our auditors report to insure that we are providing timely, accurate and detailed information to our clients.
Quick Service Restaurants
Casual Dining Restaurants
Fast Casual Restaurants
Customer service is as critical as accuracy in creating positive customer experiences in the banking and finance industry. But how do you know what kind of experiences you are offering without an accurate form of measurement? ICC/Decision Services highly trained team of banking and finance auditors will capture actual in-branch customer experiences for walk-in and drive-thru service transactions, so you will learn exactly how you can improve. We closely monitor the results that our mystery shoppers/auditors report to insure that we are providing timely, accurate and detailed information to our banking and finance clients.
Our banking and finance customer experience programs include proprietary online custom reporting that will deliver performance results across your entire branch network. Reports are available in real time with 24/7 access. ICC/Decision Services customer experience and satisfaction experts will help you optimize your customer experiences so that your customers are delighted and your goals are exceeded.
Your brand is perhaps your most valuable commodity, and you've likely made a significant investment in promotional events to maintain that commodity. Product positioning, demonstrations, event management and merchandising visibility are critical elements in creating successful brand promotional campaigns. ICC/Decision Services has over 31 years experience in helping consumer packaged groups (CPG) companies monitor the performance of their in-store merchandising, demos and promotional programs.
We help our clients maximize the dollars spent on their campaigns and measure the results. Our consumer experience and consumer satisfaction experts can provide an assessment of the effectiveness of the event along with actual customer feedback through our brand audit programs. We understand the highly complex and multifaceted world of the Consumer Packaged Goods (CPG) Industry. From point of purchase displays, shelf positioning, in-store demos, experiential and event marketing and retailtainment to monitoring the competitive landscape, our brand auditors will help you confirm that your events are being executed as planned through our brand audits.
In today's competitive market, retailers can not risk the heavy fines or forced store closings that can follow the sale of alcohol and tobacco products to underage consumers. ICC/Decision Services minimizes that risk. Our highly trained compliance auditors ensure that your remote store locations comply with local and state regulations in the sale of alcohol and tobacco products, so you save money and your business remains secure.
Our alcohol and tobacco compliance audit programs include proprietary online custom reporting that delivers data from your entire retail store network. And you can collect the data on your schedule. View compliance reports real time, 24/7, and learn immediately if an issue arises via our emergency hotline or triggered e-mail notices. Our customer experience and satisfaction experts will keep your stores in compliance and your business protected.
The average age of the U.S. population is dramatically increasing, creating a "good news, bad news" scenario for retail drug stores and pharmacies. The good news is that the market for retail healthcare products is growing dramatically. The bad news is that this growth trend is attracting intense competition in the retail drug store/pharmacies industry.
So, how do you differentiate your store from the competition? Creating positive customer experiences for your customers can be a critical element in capturing and retaining customers in this market. ICC/Decision Services understands the competitive world of drug stores and pharmacies. We have extensive experience in helping leading drug stores and pharmacies optimize their customer experiences through our various programs such as mystery shopping, on-site audits and customer surveys.
As a fitness industry professional, you know your customers want a fitness club experience that makes them feel familiar and comfortable. Your facility and frontline staff are critical in delivering that positive customer experience for your brand promise. ICC/Decision Services brings over 31 years of experience helping fitness club retailers like you optimize their customer experience through programs such as on-site audits and customer surveys. We understand the highly complex and multifaceted world of the fitness business.
From the moment a customer enters your facility to the moment they leave, your staff is creating an impression on their minds. Our highly trained team of auditors will record the performance of frontline staff to ensure that every component of the customer experience conforms to your brand promise.