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The Next 5 Strategies for Ramping up Customer Engagement

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In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Gamify shopping experience by introducing tools that will interact with shoppers.

Employee Engagement: Why You Need It, and How to Increase It

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Among the world’s leading brands, a top-down commitment to building and maintaining a customer-centric culture is priority one. But equally important is keeping an ear to the ground. When was the last time you asked your employees for feedback?

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How Does Mobile Fit in Your Customer Experience?

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If you haven’t connected with your customers via mobile yet, you’ve missed out on a huge opportunity. If you’re not going to connect with your customers via mobile in 2016, they’ll move to a competitor who offers an omnichannel experience and who knows how to interact with them.

7 Ways Brands Profit From Customer Experience Management Programs

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Why do leading brands manage their customer experience? Why the mystery shops, customer satisfaction surveys, and in-store customer interviews? Forget “It’s nice to know how we’re doing.” These brands are laser-focused on the bottom line.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

What Amazon Can Learn From Apple’s Brick-and-Mortar Success

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Amazon is stepping out into the world. The real world. In November 2015, the online retail giant opened its very first brick-and-mortar bookstore. Apart from the strength of its brand, there are two reasons Amazon is betting on the store’s success.

Retail 101

How Our Clients Use Mystery Shopping to Deliver an Exceptional Customer Experience

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The Walking Company, a footwear retailer with 215+ locations nationally and brands such as ABEO, Dansko, Ecco and Ugg, is "The World’s Largest Specialty Retailer of Comfort Footwear". It’s a product pitch with undeniable appeal.

Guest Post: 5 Questions CMOs must now ask when “they don’t show up”

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Marketers need to engage like they are throwing a party for friends. What if you held a really important event, and spent a lot of time and money on decorations and catering … and no one came?

Guest Post: The Expanding Digital Divide Between Consumers And Retailers

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Consumers want it all … but just how much can retailers deliver? I'm fortunate to have an opportunity to travel to India next week to speak at the Omnichannel India Conclave. It is always a great learning opportunity to visit another country to discover retail trends firsthand.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

4 C-Level Obstacles to Your Customer Experience Goals (and How to Overcome Them)

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If you’re struggling to meet your customer experience goals, you might assume the problem lies at the departmental, regional, or store level. But more often than not, the problem originates in the C-suite. It’s not for a lack of strategic planning. Most retailers understand the issues they face.

Are You Supporting Sabotaging Your Own Brand Experience?

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It’s hard to deliver an outstanding customer experience with one hand tied behind your back. Just ask any retail associate who bends over backwards to satisfy her employer’s unrealistic expectations. Over time, even the most determined employee will lose the will. And lose heart.

Guest Post: Long tail vs curation - Which wins the future of retail?

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The future of retail survival will require more precision than ever before. Most consumers simply don't think about retail models and strategies. In today's omnichannel world, consumer shopping is now any time and everywhere.

The Deadliest Threat to Your Retail Brand (and What to Do About it)

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In last week’s post , we discussed Amazon’s new brick-and-mortar venture. What we didn’t mention was that in early 2015, Amazon approached RadioShack about taking over some of its stores. Now there’s a stark contrast.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

How Will You Change Seasonal Associate Training in 2015?

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The holiday shopping rush is just around the corner. For retailers, the race is on to find and train temporary staff. These associates will be in stores just 10-12 weeks, but on day one, they’ll need to hit the ground running.

The Experts Weigh in: 4 Essentials of a Superior Customer Experience

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Retail is a tough business. The formula for delivering a great customer experience is complex and ever changing. There’s always something new to learn. This week, we’ve compiled a list of outstanding posts written by leading CX experts.

Why Retailers Should Rethink “Self-Service”

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What four words best capture the state of retail today? Consumers run the show. Consumers are more informed, more demanding, and freer than ever before. The balance of power has shifted. Brands are no longer in charge of the buying process.

Guest Post: The Retail Revolution - It’s Not Just About the Customer Experience

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I’ve been pointing out the trend toward blended physical/digital (“phygital”) retail experiences for several years now.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Is Mystery Shopping Right for Your Business?

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Wherever they spend precious time and money, consumers want a satisfying customer experience. They want to feel special, cared for, and better off than they were before, across every channel and touchpoint. They’re emotionally invested in the outcome of their buying journey.

The Winning Formula For Retail Stores In 5 Simple Letters

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To master CX, the whole is greater than the sum of the parts. In our latest guest post, our colleague Chris Petersen explores commonalities of world-class customer centric organizations and what it takes to be considered among them.

Mastering Omnichannel: The 3 Keys to Success

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We have the technology. We can make the customer experience better than it was. Better, stronger, faster. So why aren’t we? We know consumers love the idea of a single shopping cart across all channels. They love being able to “click and collect” (aka BOPIS, or buy online, pickup in store).

Retail Customer Experience: How to Stop Competing Internally—and Start Competing to Win

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If managing the customer experience were easy, every customer would be delighted. Every brand would enjoy rock-star status. Chart-busting revenue growth would be the industry norm. But we live in the real world, where the CX ideal and the sales-floor reality are often miles apart.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Guest Post: Can’t Buy Me Love or Superior Customer Experience

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In our latest guest post, our colleague Gregory Yankelovich addresses the challenge some organizations face in executing incomplete customer experience programs as well as how some companies are inherently set up to slow or prevent action obtained through these programs.

More retailers are closing shop for Thanksgiving

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Customer Experience Brand Experience

Omnichannel and Customer Satisfaction: Are You Struggling to Move the Needle?

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When it comes to the omnichannel customer experience, you can’t get by with “good enough.”. In fact, there’s no such thing. You’re either “excellent” (state of the art, seamless, satisfying), or you’re nowhere. Every time a leading retailer leaps forward, consumer expectations rise.

Black Friday Opportunities Retailers Can’t Afford to Miss

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Shoppers will always remember their worst Black Friday experiences. The pillaging, the plundering, the associates in full retreat. Doorbuster items that are nowhere to be found. When images like these are seared into a customer’s memory, they can leave a brand’s image in tatters.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

5 Ways Mystery Shopping Improves Your Bottom Line

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Recent research suggests almost a third of consumers plan to shop in-store more often in the future. This presents a golden opportunity for retailers. The race is on to provide an outstanding customer experience in every store location, each and every time.

Customer Experience Management: Top 5 Do’s and Don’ts

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Now that product and price are no longer the big differentiators in retail, managing the customer experience is crucial to staying competitive. It’s how leading brands become dominant, and how they stay on top. Unfortunately, many retailers have the wrong idea about customer experience management.

How to Create a Customer Journey Map You’ll Actually Use

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Customer journey maps promise to improve customer satisfaction. However, like many tools in retail, if you do not believe they are useful, you will not use them. Studies show that bad customer experiences spread faster than positive customer experiences.

3 Things Holiday Shoppers Want Most From Retailers

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What’s the one thing that can sap the joy right out of some people’s holidays? Retail shopping. Let’s be honest. We’ve all found ourselves dashing out for a quick victory, only to get stuck in stop-and-go traffic. Vying for parking spaces and carts. Elbowing through crowds.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

How to Survive (and Thrive) in the Age of Amazon

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Three years after Amazon went online, and one year after it became a publicly traded company, Deep Impact (1998) premiered in theaters. The film depicted an E.L.E., or extinction-level event, befalling mankind. A huge meteor fell to earth and wreaked havoc. Many lives were destroyed.

Does Your In-Store Path to Purchase Need a Makeover?

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As holiday shoppers make their way along the brick-and-mortar path to purchase, there’s bound to be friction. Big crowds, long lines, overburdened associates—it’s a familiar scene. Everyone expects it. There’s no getting around it. Or is there? Customer Experience Brand Experience

Customer Experience Strategy: What to Include, and What to Avoid

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If you’re serious about competing to win in retail, then you’re undoubtedly: Focused on your customers (vs. quarterly numbers). Invested in creating a unique brand experience.

What Mystery Shopping Services Reveal About Your Brand

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For retailers looking to optimize the in-store experience—in the hopes of elevating their brand and improving their bottom line—mystery shopping is a must have. Mystery shopping services offer two essential and unique benefits. Mystery Shopping

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement