Ensuring Accuracy and Peace of Mind: Promotional Compliance Assessment

Posted by June 1, 2009 by myadminComments

The Challenge: Some of our clients spend millions of dollars each week making sure their product gets in front of the customer at exactly the right moment. But how can a client honestly know that their promotional events are being executed correctly? Did those promotions really look like the creative renderings seen in the design and marketing meetings? Our client demanded an objective response to these questions. And the answers would make a significant impact on subsequent decisions to continue implementation of their promotional campaigns.

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Topics: Case Studies

Measurable Influence: Improving Customer Service

Posted by June 1, 2009 by myadminComments

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.

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Topics: Case Studies

Beyond Customer Service

Posted by June 1, 2009 by myadminComments

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.

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Topics: Articles

Quality Control Goes Under Cover, PacSun Keeps Track of its Brand with Mystery Shopping.

Posted by June 1, 2009 by myadminComments

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.

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Topics: Articles

Mystery Shoppers and IVR: A Dynamic Duo

Posted by June 1, 2009 by myadminComments

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.

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Topics: Articles

A Measure of Change

Posted by June 1, 2009 by myadminComments

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.

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Topics: Articles

Compliance Audits

Posted by May 31, 2009 by myadminComments

Is retail compliance keeping you awake at night? It should.

Enjoy the peace of mind that comes with compliance audits from ICC/Decision

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Topics: Services

In-Store Execution "“ What Gets Measured, Gets Done!

Posted by May 29, 2009 by myadminComments

By: David Rich

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Topics: White Papers

Telecommunications

Posted by May 28, 2009 by myadminComments

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.

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Topics: Industries

Restaurants

Posted by May 28, 2009 by myadminComments

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

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Topics: Industries