Case Studies

How We Did It: ICC/Decision Services has over 30 years of hands-on experience designing and executing highly successful Customer Experience Management programs. Through its ability to design and execute all phases of a Shopper Intercept Study we were able provide the retail apparel chain with timely and relevant data. Pursuant to ICC/Decision Services examination and analysis of the collected data, our client was able to identify their product line with proactive information thus leading them to a prudent, objective decision.

How We Did It: Using our knowledge of the retail sector, we matched up several comparable – and competitive – sporting goods chains with our client’s stores. This process ensured an accurate and fair comparison at the national, regional, and chain levels. We then designed a customer reporting system that enabled us to analyze data based on our client’s goals. The results were translated in actionable items that allowed our client to implement an effective improvement plan that assured their competitiveness in the marketplace. 

Results of our program:
Credit card solicitations increased from 62.2% to 76.2% over an 18-month period –an increase that resulted in almost 1 million dollars of additional revenue storewide.
Suggestive selling increased from 54.1% to 81.4% during the same 18-month period, an improvement that alone translated into an increase of more than 8 million dollars of incremental store sales.  How We Did It: We put over 25 years of time-tested, proven retail experience to work, formulating a customized implementation program that generated demonstrable return on investment. By using specific, measurable behaviors, along with highly consistent in-store audits that replicated realistic customer scenarios, we helped our client to reach every one of their aggressive sales goals. 

Our Solution: ICC/Decision Services implemented a crisis action plan immediately. We initiated a complete removal of all defective units from Wal-Mart stores faster and more efficiently than our client could have dreamed. In fact, we completed the product removal so quickly that we finished it on the same day a competing vendor had proposed to start. In all, we collected 15,468 defective units (worth a total of $47,000) from Wal-Mart’s shelves. Our quick action secured Wal-Mart’s profits, and it helped to maintain our client’s strong relationship with this major retailer.

How We Did It: With our nationwide field force, the ICC/Decision Services team is prepared for almost any eventuality that can occur in the fast-moving world of retail industry. Thanks to a broad-reaching network of at-the-ready staff, all we needed was a three-day notification period in order to launch, execute, and successfully complete this critical program. And throughout it all, our online, real-time data reporting system let our client breathe easier — because they knew exactly what was happening, every step of the way.

How We Did It: On behalf of CPG companies, national marketing organizations and others, ICC/Decision Services has successfully audited hundreds of thousands of events across the United States. Using specific customized parameters based on our clients’ own brand standards for measuring event execution, we can provide qualitative and quantitative data that help to assess promotions and to determine the effectiveness and compliance of onsite employees. 

How We Did It: Using customer service scores from an on-going client assessment program, we were able to identify specific service influencers as the root cause of the problem. We also identified performance disparities between top and bottom performers, enabling us to target those lower performers for additional training.