Increase customer satisfaction and improve retention with ICC/Decision Services.
Telecommunications
The competition for customer loyalty and retention is growing ever more intense in the telecommunications industry – whether you’re a wireless service provider or a traditional landline provider. From the moment a customer steps into your telecommunications retail store to the moment they leave, your staff is creating an impression on their minds. This impression determines whether your customer remains a customer. Or leaves for the competition.
Delivering and sustaining a positive retail customer experience is essential to maintaining and growing your brand. ICC/Decision Services understand the complex telecommunications world. We have extensive experience helping clients grown and retain customer loyalty through integrated programs that include mystery shopping, on-site audits and customer surveys. These customer experience management programs can deliver improved customer loyalty, retention within each store and across their entire network of stores. Our highly trained team of mystery shoppers/auditors will record the performance of frontline staff to ensure that every component of the customer experience conforms to your brand promise.
Restaurants
A customer’s experience at a restaurant is more than just what is on the menu. It’s the entire journey – from host, to server to food presentation and beyond. We recognize that a positive customer experience can strengthen a restaurant brand, leading to increased loyalty and return visits. Our customized customer experience programs include on-site audits and customer surveys to help your frontline staff consistently deliver the positive experiences that have made your brand so successful. Our highly trained auditors evaluate every aspect of what makes your restaurant experience successful. All auditors’ reports are monitored to ensure you receive timely, accurate and detailed information that will help keep your restaurant on-brand and your customers loyal.
Our customer satisfaction programs include:
- Quick Service Restaurants
- Casual Dining Restaurants
- Fast Casual Restaurants
Banking & Finance
The banking and finance industry is built on accuracy. But how often to these industries take an accurate assessment of customer loyalty and using these measures to improve customer retention? What kind of experience do your customers have when they enter your bank if no measurements are being taken? Our team of banking and finance auditors will capture actual in-branch customer experiences for walk-in and drive-thru service transactions, giving you the insights you need to make positive changes. Results are closely monitored t ensure we are providing you with timely, accurate and detailed information.
Our banking and finance customer experience programs include proprietary online custom reporting that will deliver performance results across your entire branch network. Reports are available in real time with 24/7 access. ICC/Decision Services customer experience and satisfaction experts will help you optimize your customer experiences so that your customers are delighted and your goals are exceeded.
Brand and Agency
Ensure your promotional investments – such as product positioning, demonstrations, event management and merchandising visibility – area building equity in your brand and creating customer loyalty and positive public relations. ICC/Decision Services has over 29 years experience in helping consumer packaged groups companies monitor the performance of their in-store merchandising, demos and promotional programs.
We help our clients maximize the effectiveness of the dollars spent on their campaigns and measure the results. Our customer retention and consumer satisfaction experts can provide an assessment of the effectiveness of the event along with actual customer feedback through our brand audit programs. We understand the highly complex and multifaceted world of the Consumer Packaged Goods (CPG) Industry. From point of purchase displays, shelf positioning, in-store demos, experiential and event marketing and “retailtainment” to monitoring the competitive landscape, our brand auditors will help you confirm that your events are being executed as planned through our brand audits.
Compliance: Alcohol & Tobacco
It can be a dangerous landscape for retailers in the alcohol and tobacco products industries. Make a sale to an underage consumer, and you risk not only heavy fines, but also costly store closings and the negative public relations that follow. ICC/Decision Services minimizes that risk. Our highly- trained compliance auditors ensure that your remote store locations comply with local and state regulations in the sale of alcohol and tobacco products, so you save money and your business remains secure.
Our alcohol and tobacco compliance audit programs include proprietary online custom reporting that delivers data from your entire retail store network. View compliance reports on your schedule, with real time, 24/7 reporting. Learn immediately if an issue arises via our emergency hotline or triggered e-mail notices. Our customer experience and satisfaction experts will keep your stores in compliance and your business protected.
Drug Stores / Pharmacies
The average age of the U.S. population is dramatically increasing, creating a “good news, bad news” scenario for retail drug stores and pharmacies. First the good news: the market for retail healthcare products is growing dramatically. Now the bad news: this growth trend is attracting intense competition in the retail drug store/pharmacies industry.
In this increasingly competitive landscape, how do you differentiate your store from the competition? Creating positive customer experiences is a critical element in customer satisfaction and retention. ICC/Decision Services understands the competitive world of drug stores and pharmacies. We have extensive experience in helping leading drug stores and pharmacies optimize their customer experiences through our various programs, including mystery shopping, on-site audits and customer surveys. The results can help you refine your brand offering, maintain customer satisfaction and ensure return visits.
Fitness
As a fitness industry professional, you know your customers want a fitness club experience that makes them feel comfortable and welcome. Your facility and frontline staff are critical in delivering the kind of positive customer experience that strengthens your brand and ensures customer satisfaction and retention. ICC/Decision Services brings over 31 years of experience helping fitness club retailers like you optimize their customer experience through programs, such as on-site audits and customer surveys. We understand the highly complex and multifaceted world of retail fitness.
Our highly trained team of auditors will record the performance of frontline staff to ensure that every moment of your customers’ experiences – from the moment they walk in the door to the time they leave – conforms to your brand promise.
Gasoline & Convenience Stores
ICC/Decision Services understands the importance of creating positive customer experiences in the downstream retail petroleum and convenience store marketplace. These experiences lead to increased customer satisfaction and customer retention. Our mystery shoppers and auditors are highly trained to recognize and assess the critical components that provide these unique experiences, ensuring that your facilities, signage, pump operations, product mix, pricing and frontline staff deliver on your overall brand promise.
ICC/Decision Services creates a program – through the right combination of mystery shopping, on-site audits and customer feedback surveys – that helps our you carve out a differentiated competitive advantage. Our customer experience programs help deliver the information you need to create positive customer experiences within each store and across your entire network of gasoline and convenience stores.
Government
Is it possible for federal, state and local governments to improve customer satisfaction? More and more, it is becoming the expectation of their tax-paying citizens. Your customers want every experience with the government to be a pleasant one and ICC/Decision Services team can help. We will capture all the performance metrics of actual customer experiences with your agency so you learn where you can improve, and where you’re already succeeding. We closely monitor the results our auditors gather to ensure timely, accurate and detailed information is delivered to you to help ensure real improvements in customer satisfaction.
ICC/Decision Services customer experience and customer satisfaction experts will help your government agency service provider optimize performance. Our customer experience programs include proprietary online custom reporting that will deliver performance results across an agency’s entire network of locations. Reports are available in real time with 24/7 access.
Healthcare
Today’s healthcare consumers have dramatically changed the service expectations of their healthcare professionals. With increased consumer choice comes an expectation for a positive customer experience that includes both quality healthcare and quality customer service.
Grocery
The retail grocery market is one of the most competitive segments in the retail marketplace, and even more so as many leading brands fight for customer retention and survival. ICC/Decision Services understands this complex world of the retail grocery market. We have helped our clients carve out a competitive through such programs such as mystery shopping, on-site audits and customer feedback surveys.
From the moment a customer steps into your store to the moment they leave, our highly trained team of mystery shoppers will record the performance of frontline staff so that every component of the customer experience conforms to your brand promise. These customized programs yield positive customer experiences across your entire network of retail grocery stores.
Hospitality
The increasingly competitive hospitality business intensifies the need to provide positive guest experiences to create satisfied customers who stay more often and grow sales revenues. ICC Decision Services understands the complex world of the hospitality industry. We know what it takes to create positive guest experiences in all segments in the marketplace. Our customer retention programs such as on-site audits and customer surveys are designed to help your frontline staff consistently deliver those positive experiences that will make your brand successful. Our team of highly trained auditors audit every aspect of the guest experience, including valet parking, check-in, room conditions, hotel staff, restaurant, room service and to check out, to make sure your hotel brand is performing to your expectations.
Retail
What do customers experience when they walk into your store? The answer to that question determines the success and longevity of your business. ICC /Decision Services does more than just collect data. We take this information and turn it into real results, helping you build customer satisfaction and retention along the way. And customer retention is more than a touchy-feely trend. It has a direct impact on your bottom line.
We understand the retail business. We’ve been working to create positive customer experiences for some of the most well-known names in retail for nearly thirty years. Our data, from Secret Shoppers and many more sources, will paint a clear picture of where you are now, and what you can do to improve. And our management team, with more than half a century of combined experience, will work with you to make tangible changes that translate into hefty revenue increases.
Luxury Goods
Customers in the luxury goods retail market demand and expect exceptional customer experiences. Those experiences can help ensure customer satisfaction and retention. ICC/Decision Services brings over 29 years of experience helping luxury retailers optimize their customer experience with programs such as mystery shopping, on-site audits and customer feedback surveys. From the moment a customer steps into your store to the moment they leave, your staff is creating an impression on their minds. Our highly trained team of mystery shoppers and auditors will record the performance of your frontline staff to ensure that every component of the customer experience conforms to your brand promise.
Professional Services
If you want to compete effectively in your market segment, accurate and timely information on customer satisfaction makes the critical difference. With 29 years of experience, ICC/Decision Services meets that need. We are the leading provider of critical data and insights that professional service organizations need to maintain a competitive edge. Our team of highly trained auditors will capture performance metrics of actual client experiences, so you know exactly how you are performing and you can use that data to edge out the competition. We closely monitor the results that our professional auditors report to ensure we are providing timely, accurate and detailed information that you can turn into happier customers and a better bottom line.
Automotive
The retail automotive market has always been highly competitive. Delivering positive retail customer experiences is essential to maintaining and growing your brand. ICC/Decision Services understands the complex world of the retail automotive market. We have extensive experience helping our clients in this highly competitive industry carve out a differentiated competitive advantage by developing programs such as mystery shopping, on-site audits and customer surveys. ICC/ Decision Services customer experience programs help OEM providers and aftermarket service providers yield positive customer experiences within each showroom, service center or store across their entire network of locations. From the moment a customer steps into your business to the moment they leave, your staff is creating an impression on their minds. Our highly trained team of mystery shoppers and auditors will record the performance of frontline staff to ensure that every component of the customer experience conforms to your brand promise.
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