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Retail 101: An Introduction to Customer Experience Tools
Searching for the perfect way to evaluate your retail stores? With companies putting a renewed focus on their customer service and experience strategies, and so many measurement options out there to...
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3 Ways To Empower Your Retail Sales Associates Today
There’s a big problem plaguing retail these days: Many times, smartphones seem smarter than the sales associates as they make a wealth of knowledge available about the products you’re seeking in a...
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Customer Service versus Customer Experience: What’s the Difference?
Last week, Mark had to battle downtown traffic at rush hour for a tux fitting. He had gotten a fitting with this company before, at a different store location, so he knew what to expect. Would’ve been...
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How to Overcome Consumer Channel Overload
A few years ago, mobile shopping was big news in the retail world, and businesses had to respond quickly in order to survive. Rather than lose access to their customers, many became omnichannel...
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The Benefits of Engaging Your Unhappy Customers
Every company receives customer service complaints. But did you know that for every customer who bothers to complain, about 26 remain silent? The typical business only hears from 4% of its...
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Are Pushy Sales Tactics Driving Your Customers Away?
You’ve probably invested a great deal in creating strategies to increase your sales and get customers interested in your brand. What you may not realize is that if your pushy sales tactics seem too...
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How to Combat Showrooming During the Holidays
Reports after the holidays last year showed that the in-store strategies retailers employed to fight showrooming were working, but that doesn’t mean the effect will necessarily carry over into this...
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Optimizing Your Mystery Shopping Budget
One of the questions we hear most often about setting up a mystery shopping program is how to determine the frequency of mystery shops for a particular retail chain, but there’s no “one size fits all”...
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Don’t Lose Your Brand Experience in the Holiday Rush
As we’ve said before, consistency is the most important factor in designing a brand experience that generates customer loyalty. The problem is that consistency is difficult to maintain during the...
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Investors.com Turns to ICC/Decision Services for Retail Tips
Last week, Investors Business Daily turned to ICC/Decision Services for an industry insider’s perspective on how retailers can cater to shoppers this holiday season. In the article, ICC/Decision...
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