News & Events

  • 27
    Mar
    2014

    ICC/Decision Services Announces New Opportunity for Retailers

    Top customer experience management company now offering customized consultation to help retailers better attract and retain customers

    New York, NY (PRWEB) March 27, 2014

    ICC/Decision Services, a Manhattan-based customer experience management company, is pleased to announce the release of a newly updated monthly newsletter, aimed at providing valuable and useful information for retail professionals.

    The newsletter focuses on in-depth insight that will allow retailers to more effectively target customers, motivate associates, capitalize on potential branding opportunities and maximize revenue.

    As well as actionable tips and tools, the ICC/Decision Services newsletter is also a go-to resource for the newest research available within the world of retail sales, which is constantly changing and evolving.

    “We feel we’ve really created an excellent resource for anyone and everyone involved in the retail industry,” said Eric Baer, ICC/Decision Services Senior Research Analyst. “We didn’t want to just provide information; we wanted to provide clear ways subscribers can take that information and translate it into actionable behaviors. By reading our newsletter each month, retailers can not only stay on the cutting edge of what’s developing, but they can also use the information we provide, and directly apply it to methods which will allow them to increase their revenue and keep their store competitive.”

    The ICC/Decision team is headed by industry experts, with decades of retail experience, and each newsletter is compiled with their knowledge, know-how and expertise.

    “When we introduced our newly formatted newsletter, we did so with consideration to many of our customers and colleagues, who are constantly looking for ways to stay ahead of the competition,” said Baer. “That’s what our business is about—creating and keeping that edge that puts you ahead of everyone else, and our newsletter is just one more tool retailers can add to their arsenal to ensure they’re the best at what they do.”

    In addition to the monthly newsletter, ICC/Decision Services offers a variety of services, tools and resources allowing retailers to attract and retain customers, and create success for their chain.

    Subscribing to the newsletter is complimentary, and retail professionals can sign-up by visiting the ICC/Decision Services website.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Walmart, Albertsons and Coach. With 35 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 26
    Mar
    2014

    ICC/Decision Services Announces Availability of Complimentary Journey Mapping Session

    Top customer experience management company now offering customized consultation to help retailers better attract and retain customers

    New York, NY (PRWEB) March 26, 2014

    ICC/Decision Services, one of the top customer experience management companies, based in Manhattan, is pleased to announce the availability of a complimentary journey mapping session to retailers. The one hour session gives retailers a unique opportunity to gain a better understanding of what their customers are seeking, in order to help them remain competitive.

    “Journey mapping is one of our most valuable tools available, because it really allows retailers to delve into what’s working for their customers, and what’s not effective,” said Eric Baer, Senior Research Analyst. “A journey mapping consultation means you’re accessing insights from the industry experts, and you can then take that information and transform it into real, actionable behaviors that will allow you to better serve the needs of your customers.”

    During a one hour journey mapping session, retailers have the opportunity to identify the customer demographics most pivotal to their business, show where and how customers are typically engaging within their business, and provide steps to meet specific goals and increase revenue.

    “What’s really important to note about journey mapping is the fact that it’s really one of the best and most insightful ways to discover how customers are purchasing from your business,” said Baer. “Customers have more options than ever before, and they want a seamless retail experience. By identifying components of the retail process within an individual business, as well as a profile of the desired customer, it’s possible to provide this type of shopping experience.”

    Journey mapping is one of the many services offered by ICC/Decision Services. Other resources provided include mystery shopping, customer satisfaction surveys, and customer intercepts. ICC/Decision Services works to help their clients define the optimal customer experience for their organization and build programs to create alignment throughout their business in order to deliver on that experience and maximize their revenue.

    “Even though it’s only an hour, there’s so much information that can be derived from a journey mapping session,” said Baer. “It’s a real glimpse into what retailers need to do to become even more successful, amidst tremendous competition. It gives retail stores the tools they need to move to the next level, and pinpoint how to not only meet, but also exceed the expectations of discerning customers.”

    For more information about journey mapping for retailers, or to take advantage of the complimentary offer now being offered by ICC/Decision services, visit their website.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Walmart and Coach. With 35 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 25
    Feb
    2014

    ICC/Decision Services Announces Acquisition of High Profile Clients

    Big name U.S. retailers are newest clients of top customer experience management company

    New York, NY (PRWEB) February 25, 2014

    ICC/Decision Services, a Manhattan-based customer experience management company, is pleased to announce the acquisition of several well-known retail clients, including Target, Supervalu Inc., A’Gaci and United Supermarkets.

    Target, United and A’Gaci are all taking advantage of the mystery shopping services provided by ICC/Decision Services. Mystery shopping allows retailers to confirm alignment of their brand strategy, via the delivery of the experience to their consumer.

    By utilizing these insights, retailers are able to delve deeper into their strategies and develop actionable techniques to improve customer satisfaction, revenue and profitability, branding and staff performance.

    Supervalu is utilizing ICC’s customer satisfaction service, allowing retailers to extrapolate insights directly from their customers. All data collected is used to immediately empower retailers to make positive changes, including the creation of training and coaching programs.

    “We’re so excited about the opportunity to work with these well-respected retailers, as we begin a series of new partnerships,” said Kevin Leifer, VP of Client Success. “Although they’re already leaders in their industry and markets, they’re looking to us to give them the tools to make their overall customer experience even more remarkable.”

    Target is one of the most shopped and recognized North American retailers, with more than 1900 stores in both the U.S. and Canada. The store is known for providing top quality and value to shoppers, as well as innovative product design.

    Supervalu is a leader in the grocery industry with more than 3,400 national stores that focus on independent grocers, traditional retail stores and hard discount grocery providers.

    A’Gaci is a fashion retailer focusing on trendy and cutting-edge shoppers, with more than 50 stores nationwide, a thriving e-commerce-based business and two sister brands.

    Finally, United Supermarkets is a family-owned company based in Texas, with stores in 30 markets throughout north and west Texas. The store boasts more than one million shoppers each week, and a total of 10,000 team members.

    “There are times that even the top performing retailers with outstanding branding strategies can still improve upon their execution, simply by gaining insight into the perspective of the customer,” said Eric Baer, Senior Research Analyst at ICC/Decision Services. “We give our clients the unique opportunity to see their brand strategies in action, and the direct impact that has on the customer. We’re excited to work with these reputable companies, and offer a level of expertise that will benefit them well into the future, while helping them remain leaders.”

    More information about the ICCDS mystery shopping program and the customer satisfaction services are available by visiting their website.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Walmart and Coach. With 35 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 23
    Jan
    2014

    ICC/Decision Services Offering Complimentary Trial Options to Improve Retailer Profitability

    Retailers now have the opportunity to take advantage of free trials of popular customer experience management services.

    New York, NY (PRWEB) January 23, 2014

    ICC/Decision Services, a Manhattan-based customer experience management company, is announcing the availability of complimentary service trials to retail chains with more than 50 stores. Retailers can utilize an offer for both the mystery shop service as well as the customer intercept service offered by ICC/Decision Services.

    During the trial of the customer intercept, interviews with 30 customers will be included at no cost, and a report will be issued, showing immediate ways the retailer can more effectively serve customer needs. The complimentary mystery shop trial allows for visits to be conducted at 10 store locations, and a report will be issued highlighting methods the retailer can utilize to improve services and offerings.

    Both mystery shopping and customer intercept services allow for the creation of actionable strategies leading to improved customer satisfaction, maximized revenue and profitability, and improved branding and staff.

    “We’re excited to offer our innovative and insightful services to retailers, particularly with a no cost trial, because we realize how valuable they really are to a business in an extremely competitive marketplace,” said Kevin Leifer, ICC/Decision Services’ President of Client Success. “Even after only taking advantage of the complimentary trial, retailers are going to get the opportunity to take a real glimpse into what they need to improve upon in order to maximize the success of their stores. They can then create real methods for addressing these issues.”

    Mystery shop and customer intercept services form the core of what ICC/Decision Services offers customers, and when retailers take advantage of the complimentary trial opportunity, they’re under no obligation to continue.

    “Now is the time to delve into the customer experience and really understand how you can improve your store, thereby reaching new customers and improving customer retention,” said Leifer. “Particularly when retailers are facing so much competition not only from other brick and mortar locations, but also online retailers. This is the very best way to understand what drives the customer, and then address those needs.”

    Retailers can claim their free mystery shop trial and complimentary customer intercept trial and join retailers including Walmart, Eddie Bauer and Albertsons, all of which are utilizing services offered by ICC/Decision Services.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Walmart and Coach. With 35 years in the industry, ICC/Decision Services is a preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 16
    Jan
    2014

    ICC/Decision Services Survey Provides Insight into Consumers’ Grocery Store Purchases

    New findings shed light onto why and how consumers make purchasing decisions in terms of deli and prepared foods, giving grocers key information about untapped revenue opportunities.

    New York, NY (PRWEB) January 16, 2014

    ICC/Decision Services, a leading customer experience management company, is releasing the results of a new study providing the grocery industry with innovative insight into what influences shoppers in terms of prepared foods, meals and deli purchases. The results of the study present an opportunity for grocers to expand their offerings and cater more specifically to the average consumer. Not only were decision-making factors explored, but ICC also looked at the specific purchases being made by the survey participants.

    The survey, conducted in November 2013, included a broad and diverse sample of 2,500 individuals. Participants ranged in age from 18 to 65 or older with 45% of the respondents having a household income of more than $60,000.

    After surveying the participants, ICC/Decision Services found the deli and prepared food area of a grocery store is rarely used as a stand-alone option. Instead, shoppers selected items from these departments to complete a meal, for example deli meats and rotisserie chickens. Additionally, more expensive options including bundled meals, sushi and made-to-order sandwiches had a more limited appeal among many shoppers. The majority of consumers reported the importance of price above other factors, including taste and quality, negating the commonly held belief that convenience trumps cost.

    “What’s really interesting about these new findings is the differentiation between male and female shoppers,” said Eric Baer, Senior Research Analyst at ICC/Decision Services. “By looking at these survey results, we’re able to see a clear variance in the shopping habits and decision-making processes, based on gender. With the use of this data, grocers will have the opportunity to tailor their efforts to each of these groups more specifically and effectively to improve sales in their deli and prepared food store areas.”

    Not only were participant demographics key to the survey, but so were the specific items purchased. Most purchases in the prepared foods and deli area of grocery stores were lunch and dinner items, meaning an opportunity to expand offerings, for example to include breakfast selections.

    “Many shoppers who purchased from the deli and prepared foods section of grocery stores did so on impulse, which is to say these items weren’t often included on their initial grocery list,” said Kevin Leifer, Vice President of Client Success at ICC/Decision Services. “We’ve really honed in on some important insights that can help grocers more effectively target that spur-of-the-moment in-store decision maker.”

    The full results of the survey, including specific demographic and purchase breakdowns will be available by visiting www.iccds.com.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Wal-Mart and Coach. With 34 years in the industry, ICC/Decision Services is a preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 12
    Dec
    2013

    Results of ICC/Decision Services Survey Shed Light on This Year’s Holiday Shopping Trends

    With the holiday shopping season in full swing, a top customer experience management company releases results of newly-conducted study offering retailers valuable insights into consumer spending habits.

    New York, NY (PRWEB) December 12, 2013

    ICC/Decision Services, a Manhattan-based customer experience management company, is announcing the results of a new study, which gathered information from 2,300 diverse consumers. The goal of the study was to determine the factors which are most relevant in the consumer’s decision to spend money during the holiday season, as well as information regarding how and where they plan to shop.

    Of the 2,300 study participants, there was an age range of 18-65 including males and females, with 46 percent of participants having a household income of $60,000 or more. Participants were from each of the five regions of the country.

    Key findings of the study included the fact that the majority of surveyed customers will make their holiday purchases in-store, with price being the primary decision-making factor in where to shop. Additionally, the study demonstrated that most customers will visit an alternative retailer in order to take advantage of deals and special pricing, and the specific patterns and habits of shoppers vary significantly, based on demographics.

    “What’s key to these study results, aside from the vast differences that exist in shopping habits between different demographic groups, is the pivotal role brick and mortar retailers still play in holiday shopping and spending,” said Eric Baer, Senior Research Analyst at ICC/Decision Services. “Yes, online retailers have become a source of competition for the traditional in-store buyer, but when stores target consumers effectively, there’s still very much an opportunity to capture this group.”

    Aside from spending habits and patterns, the study also takes a close look at marketing, and how different techniques impact shoppers during the holidays. Whether it’s email, direct mail, social media or other forms of marketing, the effect is highly dependent not only on the age of the consumer, but also their income bracket.

    “Retailers are constantly preparing for this time of year, and always striving to capture more consumers’ attention, and the results of this study show real and tangible ways to do just that,” said Kevin Leifer, Vice President of Client Success for ICC/Decision Services. “We’re in the midst of a key time for retailers, and by understanding what the average consumer is looking for, they’re able to take this data and turn it into results.”

    ICC/Decision Services is planning to release an in-depth report of the survey results, including the names of top retailers, as well as the regional and demographic breakdown of the results. For more information, visit their website at http://www.iccds.com.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Wal-Mart and Coach. With 34 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 11
    Dec
    2013

    ICC/Decision Services Announces Availability of ICC ROI Calc App

    In a highly competitive marketplace, retailers are constantly seeking methods to increase their ROI. A new mobile app from ICC/Decision Services provides a tangible way to determine the value of two pivotal factors in the sales process.

    New York, NY (PRWEB) December 11, 2013

    ICC/Decision Services is a leader in customer experience management for global retailers. The company is pleased to announce the availability of an innovative and user-friendly new mobile app that allows brick and mortar retailers, large and small, to calculate the influence of certain behaviors on real dollar sales. The ICC ROI Calc is a tool that utilizes two variables—suggestive selling and customer conversion, and in-turn translates these variables into dollar sales amounts.

    The ICC ROI Calc provides the opportunity to see the true dollar amount a store can achieve based on changes in associate behavior. Users can maneuver easily between two separate calculators: the suggestive selling option and the customer conversion calculator, within the same mobile app. The user can see the power of suggestive selling on the sales floor, and then easily move to the Conversion Calc to see how a specified increase in conversion would affect annual sales.

    “This is an invaluable tool for anyone in the retail industry, because store managers and corporate offices are constantly working to develop methods for empowering and motivating their associates,” said Kevin Leifer, ICC/Decision Service’s VP of Client Success. “With the ROI Calc app, management teams have a portable, convenient way to show associates exactly what can be achieved, purely as a result of their behavior. There’s no complicated data required—inputting basic numbers that directly relate to executing everyday customer engagement behaviors can be translated into dollar sales, and that’s the best way to have a real impact on what your associates and leaders are doing during the sales process.”

    The ICC ROI Calc app is scalable, and can be utilized by a single store, a district or an entire chain of retailers, and features easy, one-screen operation. To download the ICC ROI Calc app, visit the iTunes store. In addition to the mobile app, users can also visit the ICC/Decision Services website to utilize an online version of the Suggestive Selling Calculator, as well as the Conversion Calculator. These options offer similar functionality to the mobile app, but can be operated in an Internet browser, without a download.

    The app is one tool in the ICC/Decision Services process, which allows retailers to obtain actionable data about the entire customer experience, and then translate it to strategies that deliver results. The company has a proven track record of helping retail businesses thrive and drive revenue, even in an extremely competitive marketplace. For more information about ICC/Decision Services and their range of services, visit www.iccds.com.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Walmart and Coach. With 34 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 27
    Nov
    2013

    ICC/Decision Services Announces New Relationship with Legendary Men’s Shirt-Maker, Turnbull & Asser

    ICC/Decision Services, a premier customer experience management company, pleased to announce new client acquisition

    New York, NY (PRWEB) November 27, 2013

    Turnbull & Asser, world-famous British men’s shirt-maker and clothier, joins the ranks of other big-name retailers including Coach and Forever 21, in becoming the newest client of ICC/Decision Services.

    Based in Manhattan, ICC/Decision Services is a top customer experience management company providing cutting edge research, resources and services to retail-based businesses around the globe. Turnbull & Asser turned to ICC/Decision Services in order to take advantage of their unique brand of expertise regarding customer satisfaction and sales.

    “We’re extremely pleased to announce that Turnbull & Asser is our newest client,” said Kevin Leifer, Vice President of Client Success for ICC/Decision Services. “They’re one of most respected, trusted and established names in men’s clothing, and we’re honored to be able to provide them with our sales-driven results. This will be an effective and meaningful partnership, as we work with Turnbull & Asser to help them continue their path of international growth, as a leader in quality men’s clothing.”

    Turnbull & Asser has several stores in London, as well as a New York City location.

    “Throughout our 130-year history customers have come from the very highest echelons of society and their clientele is as illustrious now as it ever has been,” said a spokesperson for Turnbull & Asser. “We are a dresser of the world’s most eminent men, and a supplier of fine, hand-crafted shirts, ties and accessories to discerning men of the world.”

    A proud holder of the Royal Warrant from the Prince of Wales for shirt making, Turnbull & Asser has dressed world leaders, politicians, royalty, and movie icons, including James Bond. In addition to working with the Royal Family, Turnbull & Asser has dressed several U.S. Presidents, including Ronald Reagan and George H.W. Bush.

    “It’s such a unique opportunity to work with a client of this caliber, and we’re pleased that they’ve selected us to deliver our invaluable services,” said Leifer. “We pride ourselves on providing the very best, as witnessed by this newest client acquisition. Turnbull & Asser is joining some of the best retailers in the world, as an ICC client.”

    For more information about ICC/Decision Services, or to view the company’s extensive list of world-class clients, visit http://www.iccds.com/our-customers/.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Walmart and Coach. With 34 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

    Read More >

  • 19
    Nov
    2013

    ICC/Decision Services Reveals Findings on Electronics Purchase Habits as Holiday Season Approaches

    As retailers are set to approach Black Friday and subsequent holiday shopping, ICC/Decision Services is releasing the results of an insightful study on consumers’ decisions regarding electronics.

    New York, NY (PRWEB) November 19, 2013

    ICC/Decision Services, a top customer experience management company, is pleased to release the results of a comprehensive and broad-reaching survey regarding the purchase of electronics. The results of the study are pertinent as retailers are preparing for Black Friday, Cyber Monday and the start of the holiday shopping season. The survey is a way for retailers to glean not only what the most popular stores and online retailers are for the purchase of electronics, but also to determine how consumers go about researching these items and the methods they use during the purchasing process.

    “This is the most important time of the year for retailers, and particularly those stores offering electronics,” said Nannette Brown, VP of Operations at ICC/Decision Services. “Retailers are really pushing forward to capture a broader customer base, and our survey is a viable way to improve holiday sales on electronics this year, simply by understanding the driving forces behind the consumers’ decisions.”

    Electronics remain pivotal in the holiday shopping season, and many consumers opt to purchase these items as gifts, or at the deeply discounted prices often seen during this time of year. The study covered a wide range of products classified as electronics, including televisions, stereo equipment and music, but it did not include cellphones.

    The survey conducted by ICC/Decision Services was extremely diverse, and incorporates the responses of 2,400 participants, ranging in age from 18-65. In addition to males and females of varying ages, the survey also took into account the income information of respondents, in order to more effectively highlight purchasing decisions, with regard to this key factor.

    The results of the study, particularly store preferences, varied significantly based primarily on the age of the respondent, and his or her income.

    “This information is extremely relevant to retailers, and is something they should be paying close attention to, as the marketplace for purchasing electronics becomes an increasingly more competitive landscape,” said Eric Baer, Senior Research Analyst of ICC/Decision Services. “It’s not just an issue of price or convenience at play—there’s also an important dynamic between brick and mortar stores and online retailers that is vital to understanding what drives consumers. Brick and mortar retailers still have a tremendous opportunity to capture those showroom sales in-store, based on our findings.”

    ICC/Decision Services is planning to release an in-depth report of the survey results, including the names of top retailers, as well as the regional breakdown of the results. For more information, visit their website at http://www.iccds.com.

    About ICC/Decision Services

    Based in New York City, ICC/Decision Services is a privately-held company that services the needs of global companies, including CVS, Wal-Mart and Coach. With 34 years in the industry, ICC/Decision Services is the preeminent provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.

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  • 14
    Oct
    2013

    ICC/Decision Services Expands Customer Satisfaction Survey Program With Albertsons

    After three years of working successfully with Albertsons stores in the Southern and Southwest divisions, ICC/Decision Services has expanded its customer satisfaction survey and mystery shopping programs across all Albertson’s LLC stores.

    (PRWEB) October 14, 2013

    After three years of working successfully with Albertsons stores in the Southern and Southwest divisions, ICC/Decision Services has expanded its customer satisfaction survey and mystery shopping programs across all Albertson’s LLC stores, it was announced recently by David Rich, President & CEO.

    ICC/Decision Services has worked with Albertson’s LLC since June 2010 in measuring the in-store customer experience – customer satisfaction being a key metric in positive daily sales.

    Vice President of Client Success at ICC Kevin Leifer says: “The leadership team at Albertsons has a keen understanding of how customer service feedback can impact and also influence business results. It’s great to work with a team that is so dedicated to consistently provide their customers with a high quality customer experience during each shopping trip. We look forward to continuing to work with such great partners.”

    ICC/Decision Services is a privately held company headquartered in New York City serving customers around the world. Since 1979 we have offered hands-on experience designing and executing highly successful Customer Experience Management programs. Together our management team has more than a century of expertise developing creative solutions for some of the world’s leading retail brands such as Foot Locker, Coach, Forever 21, CVS, and Walmart. For more information: http://www.iccds.com.





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Free Customer Intercept or Mystery Shop Offer

ICC/DS is offering to capture 30 customer intercepts at one of your retail locations or mystery shop 10 of your stores with no obligation to you.