Insights

  • A Mystery Shopper Program at Work

    One of the best tools in for managing a customer experience program is a mystery shopper. Often the concept is associated with uncovering negative customer service areas, but if you use a secret shopper program…

  • Rebranding the customer experience: More than just looks

    New Yorkers are noticing Duane Reade’s new logo design in a big way. The New York Post shares the torn feelings of New Yorkers on the stores recent rebranding. Beyond just the look of Duane…

  • If you can’t compete on price, compete on customer service instead

    In January of this year, Reuters reports on the decline of consumer brand loyalty. The study conducted by Catlina Marketing Corp.’s Pointer Media Networks’ was only a portion of how consumers where changing their shopping…

  • How well do you know the customer?

    Every successful business connects with customers by using purchase history data. How well you maintain and use your customer insight can make an enormous difference on the quality of customer service provided. How to connect…

  • Wawa: A Customer Experience Success Story

    Over the past year, businesses have watched each other struggle while reducing costs in every possible way. Every so often, you hear of a business success story. These are the few businesses that are thriving…

  • The basic foundation of building customer loyalty

    What is the simplest way to foster loyalty? It’s great customer service. From word of mouth to loyalty reward programs, it is amazing customer service that brings repeat business. Training your employees to have superior service skills is the first pillar of loyalty success.

  • Today is the critical time for strategy, vision, and asking tough questions

    At times like this we tend to focus on tactics ““ are we doing enough to cut costs, what layoffs are coming up, what is the best discount to run, etc. ““ and too often strategy gets left behind. This is a critical time for strategy, vision, and asking the tough questions.

  • Customer Intercepts

    The Customer Experiences that your customers have, or (more importantly) those shoppers who left your store without making a purchase hold the key to your company’s unlocked potential and untapped profits. What better way to learn about your customers’ opinions than to ask them immediately after their shopping experience has ended, while their opinions are fresh and their experiences are unbiased by passing time? ICC/Decision Services’ highly trained field representatives can learn the truth about the perceptions your customers have about your brand, but we do not stop there.

  • Mystery Shopping Oldie

    Our mystery shopping programs drive frontline staff performance improvement, and as a result, increased revenue. We recruit, train, test, certify and closely monitor our shoppers. Fully customized and integrated with in-person, Web site, call center and telephone-based components, our mystery shopping programs include dynamic and static 24/7 graphic reporting powered by our proprietary state-of-the-art Web-based technology.

  • E-Shops powered by STELLAService™

    Are you losing revenue because of unhappy online customers? Are your online competitors profiting at your expense? Let E-Shops powered by STELLAService™ measure measure the quality and effectiveness of your Internet retail operation and improve…