White Papers


Customer Research Not Marketing Research

By: Douglas R. Pruden & Terry G Vavra
For almost 20 years, U.S. businesses have been measuring the satisfaction of both their employees and their customers. Their goal has been to increase their competitive position by being better attuned to customer and employee needs.
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Driving Share-of-wallet Through Customer Satisfaction and Brand Preference

By: Timothy L. Keiningham, Tiffany Perkins-Muhn, Terry G. Vavra, Heather Evans, John A. Theodore
This research examines the interaction between customer satisfaction and firm/brand preference and their moderating impact on share-of-wallet spending for a large financial institution and the fleet trucking industry.
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Customer Delight and the Bottom Line

By: Timothy L. Keiningham, Melinda K.M. Goddard, Terry G. Vavra, and Andrew J. Iacii
Throughout this decade, interest in monitoring and improving customer satisfaction has intensified among both academics and practitioners. As a result, considerable research has been done to understand the relationship between customer satisfaction and perceived service quality and consequences, including behavioral intentions, customer retention and product/service usage, word-of-mouth, and financial outcomes.
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Is your satisfaction survey creating dissatisfied customers?

By: Terry G. Vavra
Tips for improving your survey response rate while still pleasing your customers.
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Big Opportunity in 2008 Prospering In Hard Times Through Customer Insights

By: David Rich & Terry Vavra
While other are just surviving, check out our latest white paper on thriving in the retail sector in 2008 economy. Written by David Rich & Terry Vavra, learn how ICC/Decision Services establishes ROI in today's uncertain times.
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Event Marketing for Brands

By: David Rich & Mark Hunter
To get the details and learn how ICC/Decision Services protects your investment, read this white paper written by Mark Hunter and ICC/Decision Services' President and CEO, David Rich.
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Customer Experience Management Company offering Customer Experience programs such as mystery shopping and competitive shopping. Increase revenue through our customized mystery shopping and competitive shopping programs. Contact ICC Decision Services for more information on mystery shoppers and competitive shopping. Mystery Shopping Programs, Customer Experience Management, retail research, brand research, mystery shoppers, opinion research, mysteryshopper, secret shopper, secret shopping, Employee Surveys