Services

SMART ™ Social Media Assessment & Response Tool

Our SMART ™ (Social Media Assessment & Response Tool) product was developed in order to provide retailers with simple, proven, practical, turnkey and actionable solutions which overcome the challenge of integrating social media into every aspect of your business.

Creating a comprehensive social media plan will help you locate, assess and respond constructively to the current buzz surrounding your company. A well-planned program will allow you to evaluate the state of your brand, gain valuable consumer insights, track the impact of current marketing campaigns, identify common customer issues, and reveal and respond to threats to your reputation.

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Customer Intercepts

The Customer Experiences that your customers have, or (more importantly) those shoppers who left your store without making a purchase hold the key to your company’s unlocked potential and untapped profits. What better way to learn about your customers’ opinions than to ask them immediately after their shopping experience has ended, while their opinions are fresh and their experiences are unbiased by passing time? ICC/Decision Services’ highly trained field representatives can learn the truth about the perceptions your customers have about your brand, but we do not stop there.

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Mystery Shopping

Our mystery shopping programs drive frontline staff performance improvement, and as a result, increased revenue. We recruit, train, test, certify and closely monitor our shoppers. Fully customized and integrated with in-person, Web site, call center and telephone-based components, our mystery shopping programs include dynamic and static 24/7 graphic reporting powered by our proprietary state-of-the-art Web-based technology.

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Customer Surveys with Customer Delight ™ Analysis

What are your customers really thinking? The only way to know is to ask! ICC/Decision Services conducts IVR phone and/or Web-based customer satisfaction surveys that reveal details of your customers opinions of their customer experience. We even have the ability to provide you with the actual voice of the customer in digitally recorded responses via our state-of-the-art IVR system.

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eValuation™ Cards

Do you know what your customers are thinking? The insight you receive from implementing a successful eValuation™ card program is invaluable. ICC/Decision Services designs, administers, and tracks eValuation card programs so you have the pulse of what your customers are thinking.

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Employee Surveys

Employee attitudes contribute significantly to generating positive customer experiences that drive brand loyalty. Your front line staff is your primary interface between you and your customer. Their attitude can make or break your brand experience. Our IVR or Web-based employee surveys make it easy for you to regularly take a pulse of your employee’s attitudes and our 24/7 reporting allows you to quickly identify areas for improvement enabling you to take immediate corrective action to grow and protect your brand.

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Compliance Audits

ICC/Decision Services well-executed compliance audits save you time and money. Our highly trained Compliance Audit Specialists can reveal the truth about your stores and/or sites compliance with policy regulations or with marketing agreements, so you can make adjustments quickly.

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