Suggestive Selling: How to Get Store Level Buy-in

Posted on December 23, 2014 by David RichComments

We’re not all Oscar-winning actors. Not everyone can read directly from a script and sound natural, your sales associates included. They have to sell the performance to sell your wares – if it’s a performance.

That’s the key to suggestive selling scripts: when they’re easy-to-follow guidelines, they work. When they’re stiff, forced scenes your employees have to act out, they don’t.

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The 21 Most Controversial Things We Said in 2014

Posted on December 19, 2014 by Kevin LeiferComments

We’ve written scores of blog posts this year about customer experience and retail performance – hardly topics that most people think of as controversial.

But in any field, there are ideas that can make waves, and those are usually the ones to pay attention to. That’s why we compiled a list of the 21 most controversial things we’ve said this year, and made it into a SlideShare deck.

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Free Download: New Retail Market Research by Industry

Posted on December 17, 2014 by Nanette BrownComments

How much do you really know about your customers? Are they loyal to your brand, or are they regularly "cheating" with your competitors? The only way to find out is to ask.

That’s why we polled our panel of more than 55,000 everyday shoppers about their shopping behaviors and preferences in women's apparel stores, electronics retailers, casual and fast food restaurant chains, and home and office retailers to create this in-depth Restaurant and Retail Market Research Report.

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Topics: News

What Your Customers Really See: Mystery Shopping Explained

Posted on December 10, 2014 by David RichComments

Wouldn’t it be great if you could saunter into one of your stores undercover and have the same shopping experience your customers do?

You could see how helpful your associates really are, find out how you’re losing customers, and experience – firsthand – where you’re falling down on the job. But even if you do visit your stores anonymously, you’re only one person; you won’t be able to recreate the range of experiences your customers have.

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Topics: Mystery Shopping

Will Less Social Media Improve Your Retail Brand Strategy?

Posted on December 5, 2014 by Kevin LeiferComments

Recently, most advice about improving retail brand strategy has centered on expanding – more channels, more engagement, more programs, more rewards. 

But before you try to make your company a “Jack of all trades,” remember that the second part of that phrase is “master of none.” Even for the largest chain, more isn’t always better – and that’s especially true of social media. 

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Topics: Omnichannel, Brand Experience

Are You Measuring Customer Satisfaction Wrong?

Posted on December 3, 2014 by Nanette BrownComments


Have you bought and paid for a skewed perspective of customer satisfaction with your brand? If you’re trusting data that says your customers are “satisfied” but doesn’t dig any deeper, you might be!

Shoppers who are moderately pleased with their experiences in your stores won’t necessarily show the kind of loyalty you want to earn from them.

So how can you overcome your internal bias and accurately measure customer satisfaction?

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Topics: Customer Satisfaction Turns to ICC/Decision Services for Retail Tips

Posted on December 2, 2014 by Nanette BrownComments

Last week, Investors Business Daily turned to ICC/Decision Services for an industry insider's perspective on how retailers can cater to shoppers this holiday season.

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Topics: News

3 Vital Retail Lessons from Last Holiday Season

Posted on November 26, 2014 by Kevin LeiferComments

The 2013 holiday season ended not with a bang, but a whimper. As Bloomberg reported, retailers saw a 2.4% sales growth for the entire season, which was the smallest increase since 2009. In-store traffic in the week prior to December 22nd sank by 22%, and shipping problems plagued online retailers.

However, if you’re looking for a silver lining, last year's disappointing holiday season taught retailers 3 key lessons that will affect holiday retail strategy this year.

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Topics: Customer Satisfaction

What Does Showrooming Mean?

Posted on November 24, 2014 by David RichComments

In the past few years, showrooming has been all over the retail news. At first, the practice was seen as a retail store’s worst nightmare, to be fought tooth and nail – but things are starting to change. 

Before you have another tense meeting with your leadership team or pour resources into fighting showrooming (which is especially common during the holidays), spend some time trying to understand the "problem."

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Topics: Customer Experience

5 Strategies to Ramp Up Customer Engagement This Year

Posted on November 21, 2014 by Nanette BrownComments

Engaging holiday shoppers is critical for boosting end-of-the-year sales and increasing customer loyalty. Here are 5 ways you can ramp up customer engagement this holiday season:

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Topics: Customer Experience

Customer Experience Update