Investing in your customer experience

Posted on July 30, 2009 by myadminComments

Are you looking to cut costs? Consider your customer experience program hands off. Wall Street Journal reports companies with the most satisfied customers are maintianing their competitive edge.

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Topics: Mystery Shopping

Will Amazon follow Zappos lead with the customer experience?

Posted on July 24, 2009 by myadminComments

The biggest retail news of the week was Amazon's acquisition of Zappos. Articles and interviews of both company's leadership covered some tough questions which loomed in the publics' mind. The biggest one being "What is the future of the Zappo's culture?"

Both Zappos CEO Tony Heisch and Amazon senior leadership emphasize Zappos continuation of independently managing operations. It's important for both Zappos and their loyal customer to continue the culture that is built around providing amazing customer experiences in every sale. As a benefit for Zappos, their employees and investors now have the backing of one of the most successful e-commerce retailers. Amazon will gain being associated with the king of customer experience and increased product lines.

Bill Taylor, Harvard Business Review, explains the benefits for both the companies and consumers in his article covering the deal. Taylor epitomizes it best when he writes "But the real power of the Zappos business model "” and one reason Amazon paid so dearly to bring it into the fold "” is the fact that many of Zappos customers are as zealous about the company as its employees are."

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Topics: Customer Experience

The Local Customer Experience

Posted on July 22, 2009 by myadminComments

The expansion of the Internet has allowed our scope of vision to go global. But people tend to gravitate to the sites that are local. One such example is the popular Craigslist.
For retailers, there is a delicate balance between marketing your brand globally (online) and locally.

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Topics: Customer Experience

Customer Experience: Managing it from start to finish

Posted on July 17, 2009 by myadminComments

The Retail Touchpoints eBook (RetailWire) explores the future growth of a customer-centric approach. One portion of the report focuses on the point of sale and technology's role in making it more customer-centric. But does a customer-centric approach have a begining and an end?

The point of sale is the obvious last-chance in-store to make a great impression on customers. If POS is the end, where is the beginning? Mailers? Internet ads?

If you broaden your thinking, great customer experience has no start or finish. It's a rotating wheel. Even after the customer has left the store, the data received from purchases can be used to build loyalty programs and maintain contact information for customer service follow-ups. Part of building a customer-centric approach is creating processes that are integrated with each other and the entire customer experience.

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Topics: Customer Experience

ICC/Decision Services Launches UpSellCalc™ iPhone Application -- Available Now for Free Download on iTunes

Posted on July 14, 2009 by myadminComments

ICC/Decison Services (http://www.iccds.com), an international customer experience management company based in New York City, has developed an iphone application is the first of its kind in the industry. Now available for free download on ITunes, the UpSellCalc™ will quickly and easily calculate the sales potential of increased suggestive selling.

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Topics: News

Introducing the "UpSellCalc" iPhone Application

Posted on July 14, 2009 by myadminComments

We are excited to announce the release of our own ICC/ Decision Services iPhone App, "UpSellCalc." Even better, it's absolutely free for download at the iPhone store!

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Topics: Mystery Shopping

A Mystery Shopper Program at Work

Posted on July 13, 2009 by myadminComments

One of the best tools in for managing a customer experience program is a mystery shopper. Often the concept is associated with uncovering negative customer service areas, but if you use a secret shopper program effectively, its versatile benefits goes beyond reporting improvement areas.

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Topics: Mystery Shopping

Rebranding the customer experience: More than just looks

Posted on July 9, 2009 by myadminComments

New Yorkers are noticing Duane Reade's new logo design in a big way. The New York Post shares the torn feelings of New Yorkers on the stores recent rebranding. Beyond just the look of Duane Reade, the store is committing itself to "rebranding the customer experience."

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Topics: Customer Experience

If you can't compete on price, compete on customer service instead

Posted on July 8, 2009 by myadminComments

In January of this year, Reuters reports on the decline of consumer brand loyalty. The study conducted by Catlina Marketing Corp.'s Pointer Media Networks' was only a portion of how consumers where changing their shopping behavior.

Today, consumers are more conscious on price and promotions. Krogers and Wal-mart are just two of the trending grocers that are seizing the opportunity to expand their private labels. Private labels attract the wallet-strapped consumer away from choosing the leading brand. The competition is rising and consumers are taking second thoughts on traditional buying habits. The only place left for brands to sustain and regain customers is through service.

Brands need to aware of how the retail storefront represents their image. Quality and service is first felt through sales associates and then the product display. Customer's may question and analyze their purchasing decisions. Friendly and warm customer service associates have the ability to sooth customer concerns. Messy and ill-stocked shelves or racks bruise the brand's image. Overall poor service can ruin the SATISFACTION customers receive from choosing your brand.

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Topics: Brand Experience

How well do you know the customer?

Posted on July 2, 2009 by myadminComments

Every successful business connects with customers by using purchase history data. How well you maintain and use your customer insight can make an enormous difference on the quality of customer service provided.

How to connect with your customers
If you are going to be using customer database to help foster loyalty and promotions, it needs to be managed well. Maintaining current and relevant purchase history is one step. Integrating the information into promotions and customer service is the heart of the process.

The best way to understand how to effectively leverage customer information in your organization is to look at an example. FreshDirect has incredible success using customer information database to promote loyalty and engage customers with amazing service. Highlighted in a Business Week's Interactive Case Study, FreshDirect attributes much of its success to using customer purchase history in everyday operations. (You can read the amazing numbers in sales growth FreshDirect has achieved in the BusinessWeek article.)

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Topics: Customer Experience

Customer Experience Update