-
Join Us
Author Archives: aposner
Retail Benchmarks Holiday Season 2010 – Toy Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at over 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the toys … Continue reading
Retail Benchmarks Holiday Season 2010 – Sporting Goods Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the Sporting Goods … Continue reading
Retail Benchmarks Holiday Season 2010 – Specialty Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. The specialty category is … Continue reading
Retail Benchmarks Holiday Season 2010 – Office Supply Category
While our Mystery Shoppers rated them fairly high on service, they rated them low on making sales. Employees are friendly and helpful, but they don’t do well when it comes to suggesting what else customers might buy or pointing out items on sale or potential discounts. Continue reading
Retail Benchmarks Holiday Season 2010 – Electronics Category
When it came to selling to our secret shoppers, it more or less didn’t happen. Electronics are hot. It’s a sector where people are spending money, yet our Best Buy Mystery Shopping indicates the retailer is missing major opportunities for increased revenue.
Continue reading
Posted in Blog, Customer Experience
Tagged Best Buy, Customer Experience, Customer Service, Gamestop, Mystery Shopping, Radio Shack, Retail, secret shopper, The Shack
Leave a comment
Retail Benchmarks Holiday Season 2010 – Department Stores
Surprisingly, our secret shoppers found that Nordstrom ranked 60 in the suggestion category. If you think in terms of grades in school, 60 out of 100 is more or less a failing mark. Continue reading
Retail Benchmarks Holiday Season 2010 – Apparel Category
Sales, when done well, is simply helping other people get what they want. Just a little more of that kind of sales can make a huge impact on a retailer’s bottom line and may be the biggest take away from our retail benchmark study. Continue reading
Posted in Blog, Customer Experience
Tagged best mystery shopping company, Burberry, Charlotte Russe, Coldwater Creek, Customer Experience, Customer Satisfaction, Customer Service, Delia's, icc, icc/decision services, mspa, Mystery Shopping, mystery shopping programs, Retail, secret shopper, victoria secret
Leave a comment
M-Commerce Gains Traction
Reaching your customers via their mobile phones – wherever they are – combines convenience and urgency. Shaun Ryan reports in the E-Commerce Times that U.S. mobile commerce sales hit US$1.20 billion in 2009 and will grow to $2.42 billion this … Continue reading
Posted in Blog, Customer Experience
Tagged Brand Experience, E-Commerce, m-commerce, mobile commerce, Mystery Shopping, shop.org, Technology
Leave a comment
Using Innovative Technology to Boost Sales
Shopping online has become commonplace for the American consumer – but there’s more than one new approach to making more sales – online and at brick and mortar locations. With the season that for many retailers is ‘make-or-break’ rapidly approaching, … Continue reading
Posted in Blog, Customer Experience
Tagged business strategy, iPhone, mobile shopping, NRF, social media, Technology
Leave a comment
Give Customers Exactly What They Want
That’s precisely what the new online shopping site Plum Willow is hoping to achieve by working with teenage interns who are telling them what they like and why. Savvy and resourceful, these teens have their finger on the pulse of … Continue reading
Posted in Blog, Customer Experience
Tagged Brand Promotion, branding, business strategy, Consumer Research
Leave a comment
