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Posted by June 9, 2009 by myadminComments

Are you losing revenue because of unhappy online customers?

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Topics: Services

Customer Surveys

Posted by June 8, 2009 by myadminComments

Your customers know how to improve your in-store experience. Are you ready to listen?

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Topics: Services

The road of retailing: Where your customer experience takes precedence

Posted by June 8, 2009 by myadminComments

It is undeniable that the retail industry will forever be changed through the spread of technology and our current economy. Recently, a Forbes article discusses the changes and what lies ahead for the retail industry. The article reminded me of one of my favorite articles "Welcome to the Experience Economy" by B. Joseph Pine and James Gilmore, from the Harvard Business Review published in 1998. In that article the authors wrote:

"Today the concept of selling experiences is spreading beyond theaters and theme parks."

"Companies should think about what they would do differently if they charged admission."

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Topics: Customer Experience

eValuation™ Cards

Posted by June 5, 2009 by myadminComments

Let 21st Century technology drive your comment card program.

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Topics: Services

The Significance of Quality Assurance in assuring successful service marketing

Posted by June 5, 2009 by myadminComments

In its simplest form, Quality Assurance refers to the process in which a business entity (both manufacturer and service provider) retains the superior quality as promised to each consumer. More elaborately, any customer no matter how frequently he or she purchases a service or product should get the same level of quality in every transaction.

Many companies term Quality Assurance in different names, but the underlying ideas are more or less similar in every case.

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Topics: Mystery Shopping

Shopper Intercept Interviews"¦Unlocking the Potential

Posted by June 4, 2009 by myadminComments

Customer intercepts "¦ consumer interviews "¦ exit surveys "¦ regardless of how you describe them, Shopper Intercept Interviews are a powerful tool that can provide your business with priceless insights into customers' reactions to your stores.

Offering a great way to assess and analyze your consumer-facing processes, Shopper Intercept Interviews yield results that will immediately improve overall customer experience, as well as help you evaluate the performance of existing promotions, assist in your strategic planning, and increase your total Return on Investment "¦ all while escaping the traditional pitfalls of other qualitative research approaches.

But, right about now you're probably wondering"¦

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Topics: Customer Intercepts

Three Ways Shopper Intercept Interviews Get the Job Done!

Posted by June 4, 2009 by myadminComments

Shopper Intercept Interviews solve all of the projectability problems of focus groups while still offering a customer-centered format that allows an interviewer to ask broad questions with direct follow-up questions that capture the most important and relevant concerns of your customer.

1. Providing Accurate Insights for Brands or Agencies

As you know, Scan Data produces an objective overview of your customers' purchases, but it doesn'thelp you understand the "whys": Why this particular product? Why this particular brand? Why this particular time to buy? Or even why did a consumer not purchase a particular item?
Because they are conducted face-to-face with your customers in real-time, Shopper Intercept Interviews allow you do a "deeper dive" that answers all of these questions and more. With Shopper Intercepts you are on the frontlines of your business and are given uncensored front-row access into the mindsof your customers that an on-line panel could never do.

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Topics: Customer Intercepts

Touchdown: Shopper Interception!

Posted by June 1, 2009 by myadminComments

The Challenge: Launching the right product line is a complex endeavor for any retailer. The competition is stronger than ever and discriminating shoppers have increasingly higher standards within their level of expectation. Prior to the launch of a new Winter Holiday sweater line, a national retail apparel chain wanted to ensure that their product selection appealed to their target customer.

Our Solution: A Shopper Intercept Study. The success of a new product line is directly dependent on understanding shoppers wants and needs. ICC/Decision Services designed and executed a Shopper Intercept Study at several stores across the chain in which the sweaters were previewed during the summer months. Interviews sought to gather direct and immediate insight into customer preferences.

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Topics: Case Studies

Staying Ahead: Keeping a Pulse on the Competition

Posted by June 1, 2009 by myadminComments

The Challenge: A respected national sporting goods retailer needed help in staying ahead of their closest competition. As the rival's stores were often located within five miles of their own, our client needed to identify targeted opportunities that would maximize sales at the store level.

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Topics: Case Studies

Real Returns: Conversion Rate and Transaction Increases

Posted by June 1, 2009 by myadminComments

The Challenge: A national retail apparel chain set aggressive earnings goals. They hoped to increase overall earnings by improving conversion rates, boosting the number of units per transaction, and raising the average daily transactions in each of their 400 stores.

Our Solution: From our experience, we know that positive change begins on the retail floor. So we helped our client by training their store level associates to comply with a short set of non-negotiable behaviors, all of which were designed to improve in-store performance. Then, high-frequency in-store audits measured compliance and built a set of meaningful, actionable data from which additional opportunities for store-by-store improvement could be identified.

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Topics: Case Studies