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Tag Archives: icc/decision services
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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Four Warning Signs Your Program Lacks Integrity
Integrity is a big word when it comes to mystery shopping programs. In terms of the shopper, the data and of course the provider. A program’s success is directly linked to the “buy in” from associates. If they do not … Continue reading
Posted in Blog
Tagged Customer Experience, icc/decision services, mspa, Mystery Shopping, secret shopper
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Modifying Surveys to Match the Store Environment
While some people may say retail is retail, there’s actually a marked difference between outlet stores and traditional retail stores in terms of traffic, customer relationships and frontline staff performance. The typical outlet shopper isn’t as much interested in assistance … Continue reading
Posted in Blog
Tagged Customer Experience, icc/decision services, mspa, Mystery Shopping, secret shopper
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Score Change Requests…Be a Benevolent Despot
One of the most beguiling and frustrating elements of a mystery shopping program is the dreaded Request for Score Change. More gray hairs appear on the heads of mystery shop managers over this than any other element they must deal … Continue reading
Posted in Blog
Tagged Customer Experience, icc/decision services, mspa, Mystery Shopping, secret shopper
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Support and Quantify
Clearly, the influence of a mystery shopper program can extend into almost every facet of your business, offering a sound analysis of best practices and reliable data on which you can continually build and expand your brand. Mystery shop¬per programs … Continue reading
Posted in Blog
Tagged Customer Experience, icc/decision services, mspa, Mystery Shopping, secret shopper
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Improve Performance
Clarifying employee expectations and creating reward and incentive schemes go hand in hand with increasing sales…and mystery shop programs are a perfect vehicle for combining these objectives.The question of whether or not to inform employees of a mystery shopper program … Continue reading
