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.

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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

Customer Delight and the Bottom Line

Posted by May 26, 2009 by myadminComments

By: Timothy L. Keiningham, Melinda K.M. Goddard, Terry G. Vavra, and Andrew J. Iacii
Throughout this decade, interest in monitoring and improving customer satisfaction has intensified among both academics and practitioners. As a result, considerable research has been done to understand the relationship between customer satisfaction and perceived service quality and consequences, including behavioral intentions, customer retention and product/service usage, word-of-mouth, and financial outcomes.

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Topics: White Papers

Automotive

Posted by May 24, 2009 by myadminComments

The retail automotive market has always been highly competitive. Delivering positive retail customer experiences is essential to maintaining and growing your brand. ICC/Decision Services understands the complex world of the retail automotive market. We have extensive experience helping our clients in this highly competitive industry carve out a differentiated competitive-advantage by developing programs such as mystery shopping, on-site audits and customer surveys. ICC/ Decision Services customer experience programs help OEM providers and aftermarket service providers yield positive customer experiences within each showroom, service center or store across their entire network of locations. From the moment a customer steps into your business 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.

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Topics: Industries

Is Apple's brand successful at Wal-Mart?

Posted by May 21, 2009 by myadminComments

Earlier this year, discount retailer Wal-Mart started selling the iPhone. Starting to surface is the discussion on whether or not Apple will expand it's product line on the retail shelves of Wal-Mart. Considering Apple has established it's brand as the innovative, upscale brand and Wal-Mart is the biggest discounter, the pairing brings up branding concerns. The first concern is how the match up will effect the Apple brand.

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Topics: Blog

Is Your Satisfaction Survey Creating Dissatisfied Customers?

Posted by May 20, 2009 by myadminComments

By: Terry G. Vavra
Tips for improving your survey response rate while still pleasing your customers.

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Topics: White Papers

How do you define your brand?

Posted by May 18, 2009 by myadminComments

If you described the effectiveness of your brand in three words, would "great" be one of them? Now, if your consumers did the same thing, would they include "great"? Every brand should be striving to be defined as great.

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Topics: Blog

Event Marketing for Brands

Posted by May 16, 2009 by myadminComments

By: David Rich & Mark Hunter
To get the details and learn how ICC/Decision Services protects your investment, read this white paper written by Mark Hunter and ICC/Decision Services' President and CEO, David Rich.

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Topics: White Papers