Author Archives: drich

We’ve used the term “brand promise” a lot throughout our blog here at ICC/Decision Services and thought it about time we define what we mean by it. While not a complicated concept, it can get muddied up a bit without … Continue reading →

Disney parks do not need to be mystery shopped. We know when Snow White’s skirt is the wrong shade of yellow or when the blush in her cheeks is not quite right. We know when her smile is slightly off … Continue reading →

You can’t have extra cheese, substitute or remove toppings or ask for thicker crust on Dominos Artisan pizzas. They won’t do it. That is part of a Dominos pizza with boundaries strategy on their four artisan pizzas. According to their … Continue reading →

In an age when most retailers are spending their time gathering large amount of data on their customers through surveys, social media and just plain begging to leave feedback, Lululemon Athletica Inc is taking a polar opposite approach to listening … Continue reading →

I visited a Meijer store in Michigan on my latest trip to their HQ this week. The deliberate absence of anything high tech — no iPhone app, no QR Codes — is what struck me the most. In a retail … Continue reading →

When you only have a narrow entry way into your shop, managing traffic can be a nightmare; unless you set some boundaries. Where many shops put up signs that say “Line forms here” or “Order Here/Pay Here,” Joe the Art … Continue reading →

Joe with 718 Cyclery knows that the need to build is hard-wired into the DNA of the human animal. What he also knows is that when confronted with a nebulous goal of “just build something,” most people will never get … Continue reading →

Google describes their doodles as “the fun, surprising and sometimes spontaneous changes that are made to the Google logo to celebrate holidays, anniversaries and the lives of famous artists, pioneers and scientists.” In 2000, Google produced its first doodle for … Continue reading →

On Feb 1st, JC Penney unveiled its new pricing strategy and service policies called Fair and Square. JC Penney describes it as three kinds of pricing, one happy return policy. It got our attention for a couple reasons. Simplicity of … Continue reading →

Speed Theory is not your ordinary bike shop. Besides selling some sweet Cervelo, Felts and Argon bicycles for your next Ironman, it is also a place where anyone can get a great bike to compete in the local mini triathlon … Continue reading →