Articles
Beyond Customer Service
By: David Rich
In an age in which consumer markets are becoming increasingly powerful, continually assessing how well your company is fulfilling consumer expectations of your brand is no longer a luxury relegated to the realm of big corporations. It’s a necessity that can ensure success for even the smallest of retail operations. And failing to implement this kind of evaluation can mean an untimely death to your businesss.
Quality Control Goes Under Cover, PacSun Keeps Track of its Brand with Mystery Shopping.
By: Jennifer Korolishin, NRF Stores
Quality control goes under cover as Stores provides a case study of brand management at Pacific Sun, assisted by the mystery shopping and data services of ICC/Decision Services. From the consistency of product presentation to the smallest detail, like in-store music, mystery shopping programs help retailers maintain consistency chain-wide.
Mystery Shoppers and IVR: A Dynamic Duo
By: David Rich
A long-held misconception exists that mystery shoppers supply businesses with information similar to that drawn from ordinary customer feedback. In fact, mystery shoppers provide a much different service, especially to those businesses aiming to be among the “best-in-class” within their industry.
A Measure of Change
By: Richard Shulman
Achieved through such methods as a mystery shopping program, improved customer satisfaction and corporate performance can result in a more robust bottom line.
Sneak A Peek
By: Loree Stark
Getting the lowdown on an attendee’s experience at your event requires more than a general once-over or an update from the agency. Want some real dirt? Consider sending in an undercover operative to the event to pose as an attendee, soak in the experience, and report back.
Mystery Shoppers Help Retailers Keep Tabs On Their Far-Flung Operations
By: Molly Knight
It is a vital means by which retailers gather information about how well their stores are operating, says David Rich, president and CEO of ICC Decision Services, a New York City-based mystery shopping firm. According to the Mystery Shopping Providers Association of North America, such companies generated a combined $600 million in revenue in the U.S. last year.
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