Shopper Intercept Interviews"¦Unlocking the Potential

Posted on 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 on 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 on 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 on 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 on 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

Don't Sweat It: Quick Product Retrieval

Posted on June 1, 2009 by myadminComments

The Challenge: A leading cosmetic and fragrance company, discovered a significant defect in one of their antipersirant products. Even worse, over 15,000 defective units had already been shipped -- to one of the largest retailers in the world.

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Topics: Case Studies

Ensuring Accuracy and Peace of Mind: Promotional Compliance Assessment

Posted on 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 on 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 on 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 on 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