News & Events

Jan 14, 2009
Terry Vavra To Link Customer Feedback With Profits
Most organizations collect customer feedback, but then miss a critical step that could transform that feedback into higher profits. What’s that missing piece? Terry Vavra of ICC Decision Services, the leading provider of customer experience management services, will answer that question as a keynote speaker at the 13th annual Linkage Strategies Conference.

Dec 30, 2008
Mystery Shopping Scam Targets Consumers
Consumers must be on the alert. ICC/Decision Services, leading provider of customer experience management services, wants to warn consumers of a new scam targeting their pocketbooks.

Oct 01, 2008
ICC/Decision Services' President and CEO Receives Trade Association's Highest Honor
MSPA is the only global trade association dedicated to the advancement of mystery shopping and customer experience measurement research. Its Hall of Fame Award each year recognizes an outstanding contributor to the mystery shopping industry.

Sep 02, 2008
New Program Reveals First-Time Insight Into All Aspects of Customer Experience
With the new 360-degree monitor, companies can see all the way around their business, learning what customers, non-purchasing visitors and employees think, combined with information on exactly how well locations are executing standards.

May 14, 2008
Free Webinar On: The Customer Delight Principle
Terry Vavra will discuss his book, The Customer Delight Principle. He will reveal how many companies have set up customer experience management programs resulting in positive change by measuring and improving through customer feedback.

Mar 20, 2008
Retail Market Research Veteran Joins ICC/Decision Services
Nanette Brown joins ICC/Decision Services, a leading provider of customer experience management solutions, after serving as Senior Consumer Research Analyst at Pathmark Stores. In her new position, Brown will spearhead many of the firms market research endeavors; including consumer intercept surveying and existing grocery, drug and convenience programs.

Jan 08, 2008
Customer Relationship Management Expert Joins ICC/Decision Services
Terry Vavra, Ph.D., has joined ICC/Decision Services David Rich, President & CEO announced today. The addition of Dr. Vavra, an internationally recognized customer satisfaction thought leader, consultant and the author of several books on the topics of customer loyalty measurement and management, further solidifies ICC/Decision Services position as a leading provider of fully integrated Customer Experience Management (CEM) solutions.

Oct 15, 2007
Industry Leader David Rich Leads Free Webinar:
• How do you know that mystery shoppers are really visiting your stores?
• How do you know that the results obtained are credible?

These are questions that marketing professionals must struggle with when setting up a mystery shopping program. That's why retail professionals across the country will join David Rich Wednesday, October 17 in a Webinar to discuss ways to assure their mystery shopping programs are credible and dependable. David Rich is president and CEO of ICC/Decision Services, an industry-leading cutting-edge firm that provides reliable, results-oriented programs for its clients.

Apr 16, 2007
New Blog Shows Retailers How Mystery Shopping Drives Revenue
Industry Leader Creates First-of-its-Kind Site to Provide Information for Retailers

Jan 06, 2006
ICC/Decision Services Featured in the January Issue of Stores, the Official Publication of the NRF.
Quality control goes under cover, PacSun keeps track of its brand with mystery shopping. Article by Jennifer Korolishin