-
Join Us
Tag Archives: icc/decision services
Tell me what really happened
When you call an airline and try to rebook a flight, minutes can seem like hours. When you are calling in advance of a natural disaster while the Weather Channel is spinning apocalyptic predictions and the news ticker is scrolling … Continue reading
Choosing a Mystery Shopping Provider: Five Essential Questions
With literally hundreds of providers eager to help you implement a mystery shopping program, knowing where to begin and what to look for can feel like a mystery in itself. Fortunately, finding the provider that’s right for your and your business comes down to answering five essential questions. Continue reading
Mystery Shopping Program Frequency
One of the Most Frequently Asked Questions that I hear about setting up a mystery shopping program deals with frequency of shops. Should we choose once a day, once a week, once a month, or once a quarter? My answer is always the same: it depends on your program goals and your budget. Continue reading
Ignoring Results of Customer Research
Marketers generally distrust research and data. The same can be said for retail managers and owners. Data is gathered and then sometimes skewed to suit the manager’s notion of what is really going on in the store. 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 – 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
Leave a comment
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
Leave a comment
Five Mistakes Companies Make When Choosing a Mystery Shopping Provider
Choosing a Mystery Shopping Provider can seem like a daunting task. There are many to choose from who all seem to offer more or less the same services. What are the best criteria to use when making your choice? Are there specific points to consider? Of course there are. Here are the top five mistakes many companies make when choosing a provider. Continue reading
ICC President & CEO David Rich to Speak at In-Store Marketing Summit
David Rich, President & CEO of ICC/Decision Services, will speak at the sold out In-Store Marketing Summit next week. Appearing with Jim Fuqua, Director of In-Store Experience at SUPERVALU, David & Jim will look at how to measure and impact … Continue reading
