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Tag Archives: Customer Intercepts
Office Depot’s DIY mystery shopping adventure
The most recent HBR (Harvard Business Review) features Kevin Peters, president of Office Depot, taking on mystery shopping himself (at first) to drive results. He discovered what most of our clients tell us; Mystery shopping works. The problem is most … Continue reading
Posted in Blog
Tagged Customer Intercepts, Mystery Shopping, Office Depot, secret shopper
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Mystery Shopping and Customer Satisfaction Surveys Working Together
You’ve heard it before – you just can’t put all your eggs in one basket – not with any decision you make in life. So, when trying to enhance your level of customer satisfaction and your retail sales, this is … Continue reading
Posted in Blog, Customer Experience
Tagged Customer Intercepts, Mystery Shopping, mystery shops, secret shops
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Combining Mystery Shopping and Customer Feedback
The best users of mystery shopping programs offer additional methods to capture data that can be used to make necessary improvements. The reason why these different strategies work together to create such a comprehensive program is because they offer a … Continue reading
Customer Intercepts – Ask the Right Questions and Thrive
Could the Customers Who DON’T Buy Be the Key to Success? We’re used to asking for feedback from shoppers. Most retailers focus their data gathering on customers who’ve made a purchase. Surveys on the sales receipt, in the shopping bag or on your website and email follow up are commonly recognized and effective tools. It’s important to know what your customers think and get a critical understanding of their observations and experience of your stores, your merchandise and employees. Continue reading
Posted in Blog, Customer Experience
Tagged Brand Experience, business, consumer interviews, conversion rate, customer, customer conversion, Customer Experience, Customer Intercepts, customer interviews, customer research, Customer Satisfaction, customers, data gathering, focus groups, icc/decision services, intercept, online shopping, retail store, shopper behavior, shopper insights, shopper intercepts, shopping
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ICC/Decision Services Launches Springboard Process Ensuring Successful, Results-Driven Customer Experience Programs
ICC/Decision Services, an international Customer Experience Management firm based in New York City incorporates 31 years marketplace experience to create The Springboard Process. Designed to successfully launch Customer Initiative Programs, SpringBoard ensures clients start right, finish strong and get results Continue reading
Who Owns the Customer Relationship?
Most companies do not have an integrated approach to apply the customer experience learnings across the organization and back into the marketplace. Continue reading
Posted in Blog
Tagged Customer Experience, Customer Intercepts, Customer Satisfaction, Customer Service, Mystery Shopping
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