-
Join Us
Tag Archives: Customer Experience
What is Mystery Shopping? [VIDEO]
David Rich, president and CEO of ICCDS, explains Mystery Shopping in a quick video Where are the gaps in your brand promise to your customers? Do you know? Mystery shopping lets you know and gives you the tools to help … Continue reading
Posted in Blog, Customer Experience
Tagged brand promise, brands, Customer Experience, Customer Satisfaction, ICCDS, mspa, Mystery Shopping, mystery shopping programs, mystery shopping scams, MysteryShop.org, quality metrics, reputable mystery shopping companies, retail mystery shopping, secret shopper, video
Leave a comment
Is Social Media an Appropriate Venue to Gauge Customer Experience?
You may choose to air it all online to benefit from social media, or you may encourage customers to provide extensive feedback in a private venue. Using social media as a retailer has pros and cons. Continue reading
Posted in Blog, Customer Experience
Tagged brands, Customer Experience, Customer Satisfaction, ICCDS, mspa, Mystery Shopping, mystery shopping programs, mystery shopping scams, MysteryShop.org, quality metrics, reputable mystery shopping companies, Retail, retail mystery shopping, retailer, retailers, secret shopper, social media
Leave a comment
Great service is service with boundaries
Service with boundaries not only helps associates understand what they can and cannot do to help customers, but also the companies themselves. Continue reading
Posted in Blog, Customer Experience, Service with Boundaries
Tagged brands, Customer Experience, Customer Satisfaction, ICCDS, mspa, Mystery Shopping, mystery shopping programs, mystery shopping scams, MysteryShop.org, quality metrics, reputable mystery shopping companies, retail mystery shopping, secret shopper, social media
2 Comments
Working for a Reputable Mystery Shopping Company
Reputable contract and hiring practices of mystery shopping companies reflects on the integrity of your shops. Doing business with only reputable mystery shopping companies saves you from the hassle fo getting tangled up in scams. Continue reading
Posted in Blog, Customer Experience
Tagged brands, Customer Experience, Customer Satisfaction, ICCDS, mspa, Mystery Shopping, mystery shopping programs, mystery shopping scams, MysteryShop.org, quality metrics, reputable mystery shopping companies, retail mystery shopping, secret shopper, social media
Leave a comment
Using Social Media to Promote Your Brand
If you’re looking for ideas on how to increase your brand awareness on social media, there are a number of ways you can go wrong. Instead of focusing on those, we’ll focus on helping you do it the right way! … Continue reading
What do brands need from social media?
Ultimately, social media is about relevence and respect. Brands want it as well and social media allows them to grab their fair share in a voice that speaks to their customers the way they want to be heard. Continue reading
Actionable Quality Metrics of Mystery Shoppers
If you hire a mystery shopping service that simply decides to point out what went wrong with their experience in your retail store, how far is that really going to get you? As a business owner or manager you may … Continue reading
ICC/Decision Services’ SMART tool helps retailers track and manage their social media image
By: Joseph Tarnowski, Progressive Grocer
But just as social media can spread a negative message like wildfire, it can do the same for positive messages, too, and the natural and organic foods retailer leveraged this fact to get back into consumers’ good graces, by posting a note on its Facebook page that explained its position, and then by actually thanking those who provided feedback, and by reassuring consumers that they are priority No. 1. Continue reading
Retail Benchmarks Holiday Season 2010 – Toy Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at over 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the toys … Continue reading
Retail Benchmarks Holiday Season 2010 – Sporting Goods Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the Sporting Goods … Continue reading
