Fitness

Posted by May 28, 2009 by myadminComments

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.

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Topics: Industries

Gasoline & Convenience Stores

Posted by May 28, 2009 by myadminComments

ICC/Decision Services understands the importance of creating positive customer experiences in the downstream retail petroleum and convenience store marketplace. Our mystery shoppers and auditors are highly trained to recognize and assess the critical components that provide these unique experiences to ensure that your facilities, signage, pump operations, product mix, pricing and frontline staff deliver on your overall brand promise.

ICC/Decision Services helps our clients carve out a differentiated competitive advantage by developing programs such as mystery shopping, on-site audits and customer feedback surveys. Our customer experience programs help yield positive customer experiences within each store and across your entire network of gasoline and convenience stores.

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Topics: Industries

Government

Posted by May 28, 2009 by myadminComments

Creating positive customer experiences is increasingly critical for federal, state and local government agencies as they aim to meet the expectations of their tax-paying citizens. Your customers want every experience with the government to be a pleasant one. We help you get there. The ICC/Decision Services team of highly trained auditors will capture all the performance metrics of actual customer experiences with your agency so you learn where you can improve, and where you're already succeeding. We closely monitor the results that our auditors report to insure that we are providing timely, accurate and detailed information to our clients.

Our customer experience programs include proprietary online custom reporting that will deliver performance results across an agency's entire network of locations. Reports are available in real time with 24/7 access. ICC/Decision Services customer experience and customer satisfaction experts will help your government agency service provider optimize performance.

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Topics: Industries

Hospitality

Posted by May 28, 2009 by myadminComments

The hospitality business has become more and more competitive, intensifying the need to provide positive guest experiences to create loyal guests who stay more often and grow sales revenues. ICC Decision Services understands the complex world of the hospitality industry and what it takes to create positive guest experiences in all segments in the marketplace. Our customer experience programs such as on-site audits and customer surveys are designed to help your frontline staff consistently deliver those positive experiences that have made your brand so successful in the first place. ICC Decision Services team of highly trained auditors audit every aspect of the guest experience, including valet parking, check-in, room conditions, hotel staff, restaurant, room service and to check out, to make sure your hotel brand is performing to your planned expectations.

Contact us today for additional information
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Topics: Industries

Retail

Posted by May 28, 2009 by myadminComments

What your customers experience in your stores can make or break your brand and your business. ICC/Decision Services has been helping apparel and accessories retailers like you optimize their customer experience management programs for 31 years through tools such as mystery shopping, on-site audits and customer surveys.

We understand the apparel and accessories retail market; it is part of our DNA! And over the years, we have seen more and more how critical the customer experience is to the bottom line. From the moment a customer steps into your store to the moment they leave, your staff is creating an impression on their minds. Our highly trained team of mystery shoppers and auditors will record the performance of frontline staff to ensure that every component of the customer experience conforms to your brand promise. We closely monitor the results that our mystery shoppers/auditors report to insure that we are providing timely, accurate and detailed information to our clients.

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Topics: Industries

Professional Services

Posted by May 28, 2009 by myadminComments

If you want to compete effectively in your market segment, accurate and timely information on your customer experiences makes the critical difference. With 29 years of experience, ICC/Decision Services meets that need. ICC/Decision Services is the leading provider of the critical data and insight that professional service organizations need to maintain a competitive-edge. Our team of highly trained auditors will capture performance metrics of actual client experiences, so you know exactly how you are performing and you can use that data to edge out the competition. We closely monitor the results that our professional auditors report to insure that we are providing timely, accurate and detailed information to our clients.

Contact us today for additional information
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Topics: Industries

Healthcare

Posted by May 28, 2009 by myadminComments

Today's healthcare consumers have dramatically changed the service expectations of their healthcare professionals. With increased consumer choice comes an expectation for a positive customer experience that includes both quality healthcare and quality customer service. These new expectations can make or break your practice. ICC/Decision Services' highly trained team of healthcare auditors will capture all the performance metrics of actual in-office/hospital/network patient experiences. We closely monitor the results that our healthcare auditors report to insure that we are providing timely, accurate and detailed information to our clients.

Contact us today for additional information
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Topics: Industries

Sneak A Peek

Posted by May 28, 2009 by myadminComments

By: Loree Stark
Getting the lowdown on an attendee's experience at your event requires more than a general once-over or an update from the agency. Want some real dirt? Consider sending in an undercover operative to the event to pose as an attendee, soak in the experience, and report back.

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Topics: Articles

Mystery Shoppers Help Retailers Keep Tabs On Their Far-Flung Operations

Posted by May 27, 2009 by myadminComments

It is a vital means by which retailers gather information about how well their stores are operating, says David Rich, president and CEO of ICC Decision Services, a New York City-based mystery shopping firm. According to the Mystery Shopping Providers Association of North America, such companies generated a combined $600 million in revenue in the U.S. last year.

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Topics: Articles

Driving Share-of-Wallet Through Customer Satisfaction and Brand Preference

Posted by May 27, 2009 by myadminComments

By: Timothy L. Keiningham, Tiffany Perkins-Muhn, Terry G. Vavra, Heather Evans, John A. Theodore
This research examines the interaction between customer satisfaction and firm/brand preference and their moderating impact on share-of-wallet spending for a large financial institution and the fleet trucking industry.

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Topics: White Papers