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Customer Experience Insights August 2013 21 Aug 2013 | 03:00 pm
For the second installment of our monthly Customer Experience recap, the ICC/Decision Services Team would like to share with our blog readership a few of this month’s interesting developments in the f...
Mystery Shopping 101: The Basics of a Customer Experience Assessment Plan 19 Aug 2013 | 03:00 pm
Let’s start at the very beginning. If you’re hearing the term “mystery shopping” for the very first time in your life, you might picture a shadowy character darting around the aisles of a department s...
Back-to-School Shoppers Today, as Always, Value In-Store Customer Experience 13 Aug 2013 | 03:00 pm
It’s no secret that annual back-to-school shopping is big business. This year, revenues are projected to total $83.8 billion among K-12 shoppers in school supplies alone. Momentous nationwide shopping...
More Online Retailers Extend to In-Store Locations 8 Aug 2013 | 05:01 pm
People like to get hyped up about new technology and what it means for the future of how we live and interact with businesses as consumers. The rapid growth of eCommerce during the earlier days of the...
Adapting Traditional Customer Experience Cycle to Omnichannel Retail 6 Aug 2013 | 03:00 pm
With the growing level of consumer connectedness demanding retailers shift their customer experience strategies from a multichannel approach to an omnichannel one, it’s easy to lose track of the essen...
What’s the Difference Between Multi-Channel & Omnichannel Retail? 1 Aug 2013 | 09:00 pm
I’ll illustrate the difference between multi-channel retail and omnichannel retail with a simple story. Imagine you arrive at work one morning, and without thinking you jump out of your car forgettin...
Newly Released STRONG Study Findings Continue to Produce Insight for Grocery Industry 30 Jul 2013 | 05:17 pm
The year-long STRONG Study, being conducted conjointly by ICC/Decision Services and the Progressive Grocer, focuses on key service areas for retailers across the country New York, NY — July 30, 2013 ...
Evolving From Customer Service to Customer Experience 26 Jul 2013 | 07:34 pm
In a 2005 issue of the Harvard Management Update, James Allen, Barney Hamilton and Frederick F. Reichheld published a staggering statistic: Eighty percent of companies believe they deliver a superior...
New Ideas In Customer Experience – July 2013 23 Jul 2013 | 03:00 pm
There’s no shortage of new ideas surrounding mystery shopping, customer intercept surveys, and customer satisfaction surveys as ways to improve Customer Experience in the 21st century. However, it can...
Close to Home, Global Reach: Finding the Right Mystery Shopping Company in New York City 18 Jul 2013 | 03:00 pm
Saks Fifth Avenue, Aéropostale, Barnes & Noble, Tiffany & Co., Macy’s—browse any list of the world’s hottest retailers and you’ll see that many of them are headquartered in New York City. That’s a hu...
