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Tag Archives: icc
Helping You Make Things Less Complex
Customer Experience programs come in all shapes and sizes. It can be overwhelming. We at ICC strongly believe in a balance of objective and subjective feedback, a bias for action and a win-win mentality. What I have been seeing more … Continue reading
Retail Benchmarks Holiday Season 2010 – Apparel Category
Sales, when done well, is simply helping other people get what they want. Just a little more of that kind of sales can make a huge impact on a retailer’s bottom line and may be the biggest take away from our retail benchmark study. Continue reading
Posted in Blog, Customer Experience
Tagged best mystery shopping company, Burberry, Charlotte Russe, Coldwater Creek, Customer Experience, Customer Satisfaction, Customer Service, Delia's, icc, icc/decision services, mspa, Mystery Shopping, mystery shopping programs, Retail, secret shopper, victoria secret
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Mystery Shopping – a Real Value or a Real Bust?
When done right, Mystery Shopping is a tremendous asset for retailers. Results can be used right away to improve the customer experience and to motivate employees, optimize resources and improve operations in every way. Continue reading
Posted in Blog, Customer Experience
Tagged Customer Experience, customer experience management, Customer Service, electronic commerce, icc, marketing, motivating employees, mspa, mystery shopper, Mystery Shopping, mystery shopping programs, mystery shopping providers association, mystery shops, online shopping, real value, retailer, retailers, retailing, secret shopper, secret shopping, shopping, supermarket, virtual guest
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Keeping One Step Ahead of Consumers
According to the STORES Top 100 Retailers ranking, the most successful retailers in the industry are constantly reinventing themselves to stay one step ahead of the competition. Susan Reda, Executive Editor of STORES, the official magazine of the National Retail … Continue reading
Posted in Customer Experience
Tagged Customer Experience, Customer Service, david rich, icc, icc/decision services, NRF, Retail, STORES
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Word of Mouth: Marketer’s Best Friend?
Did you ever have a customer experience that went so badly in one store but so well in another? Did it make you wonder where the disconnect was? How could two stores selling the same basic merchandise do such different … Continue reading
The Frustration Factor
Ever have this experience?: You’re waiting in line at the grocery store, when a new line opens up. The cashier yells, “I’ll take the next person in line!” And the 10 or so people waiting behind you rush over before … Continue reading
Posted in Customer Experience
Tagged Customer Experience, Customer Service, david rich, icc, icc/decision services, Retail
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