Leadership Team

David Rich

David Rich

President and Chief Executive Officer

In more than a decade as President and CEO of ICC/Decision Services, David has grown the business into an internationally recognized customer experience management firm. He is a past president of the Mystery Shopping Providers Association (MSPA) and has been consistently recognized in publications including Smart Money, Fortune and Inc for his pioneering use of technology and social media to foster consumer loyalty. He has also contributed articles to or been cited professionally as an expert in retail activation and customer engagement in Progressive Grocer, Food Trade News, Quirk’s, Store’s and countless other magazines.

David began his career in the executive training program at May Department Stores. In addition to ICC/Decision Services, David has started, bought and/or sold several companies in categories including the in-store demonstration, event marketing, market research, and social media space. He received his bachelor’s degree from Syracuse University.


 

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Kevin Leifer

Vice President, Client Success

Kevin is passionate about retail, specifically aligning a brand’s expectation of their customers’ experience with consistent execution in-store. His expertise is in leading clients toward a transparent omnichannel (on-line, in-store, call center and mobile) experience.  Together with his team, Kevin focuses on helping clients define/design the expected customer experience, create programs to monitor and measure the experience (both objectively and subjectively) and determine the opportunities to improve it.

Having managed national touring programs for the National Basketball Association, Nabisco, Coca-Cola and AT&T, Kevin joined ICC/Decision Services in 2000 as an account executive managing the retail apparel business. He worked in the direct management of the supermarket, drug and promotional audit businesses for ICC and then was promoted to his current position, Vice President of Client Success, after significantly growing the retail apparel and supermarket segments.

Kevin earned his Business Administration degree in Marketing and Management from Montclair State University in Upper Montclair, New Jersey.


 

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Nanette Brown

Vice President, Operations

Nanette has over twenty-six years of consumer insight experience, having served as a marketing research analyst for Supermarkets General, and subsequently Pathmark Stores, Inc.  It was during her tenure with Pathmark that she came to know ICC Decision Services first as a client, and she later she joined the company as a Client Success Executive.  Since then, Nanette has lead all market research initiatives with our team from design/execution to strategic analysis, and also contributed to the addition of focus groups, traffic studies, and most notably, shopper intercepts to our suite of services.

In her current position as Vice President of Operations, Nanette continues to instill her passion for excellence within each of the teams in her purview (Field Operations, Quality Assurance and IT), guiding the measurement, management and improvement of our clients’ customer experience.

In addition to being a certified paralegal and trained Focus Group Moderator, Nanette has a Business Administration degree in Marketing and Management from Montclair State University in Upper Montclair, NJ.


 

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Mark Kutt

Director, Information Technology

Mark has been leading the Information Technology department at ICC/Decision Services for over thirty years now. He is directly responsible for utilizing the latest internet, hardware and software technology to ensure that our company’s advanced operating system and robust reporting technology continue to make the company a leader in the industry. Mark earned a bachelor’s degree from Allegheny College in Allegheny, Pennsylvania.


Patty Rivers

Patty Rivers

Director of HR & Finance

Patty has worked at ICC/Decision Services for the past twenty-five years. She began as a data entry administrator and has taken on increasing responsibility over the years, culminating in her current role as Director of Human Resources and Finance. She has extensive experience leading HR initiatives, including policy design, recruiting and benefits administration. Additional areas of expertise include effective communications and employee development. She is a firm believer in the company values and always delivering happiness to the team.