ICC/Decision Services Prepares for Increased Service Delivery Based on Projected Fourth Quarter Retail Sales

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After a stronger than anticipated third quarter retail sales report form the Department of Commerce, ICC/Decision Services is expecting an increased demand for services as clients seek to better understand customer experience and satisfaction, which can lead to millions in incremental revenue growth.

Customer Experience Management
As a result of our programs with ICC/Decision Services, Albertsons has realized an increase in customer satisfaction levels throughout the chain.

In mid-October, the US Department of Commerce said that retail sales rose 1.1% in the third quarter, topping analyst expectations and pointing to strong fourth quarter projections. The report validated observations by ICC/Decision Services as clients generated millions in increased revenue over the first three quarters of 2012 by managing, measuring and improving the in-store customer experience. With a more optimistic view of fourth quarter sales, retailers are now gearing up for what is expected to be their busiest season.

ICC/Decision Service will accommodate the increased demand for service by focusing on comprehensive customer experience management, creating fast feedback loops to data hungry clients, and a strategic focus on client satisfaction.

Retailers have many options to explore when seeking ways to increase revenue. Key focus areas may include suggestive up selling at the register, non-purchaser studies, store conditions, out of stock issues and alcohol and tobacco compliance to name a few. ICC/Decision Services will make their comprehensive suite of customer experience management tools available so that clients can exploit the analysis to drive revenue as market activity increases.

Because ICC/Decision Services delivers results on audits within 24 hours of the in-store experience, retail clients can quickly make adjustments that generate not only happier customers, but also revenue.

Albertsons, LLC, a retail operation with over 200 outlets across seven states, has used ICC/Decision Services to improve customer satisfaction and revenue. Kevin Banning, Director of Albertsons, LLC said, “ICC/Decision Services has provided us a lens into both the objective and subjective side of our customer experience. This has allowed us to focus on those elements of the experience that most impact customer satisfaction, and ultimately sales. As a result of our programs with ICC/Decision Services, Albertsons has realized an increase in customer satisfaction levels throughout the chain.”

By focusing on client satisfaction, ICC/Decision Services not only help retailers succeed, but also to thrive. "We can deliver these results because of our passion and attention to detail when it comes to understanding our retail clients customer experience." said David Rich, CEO of ICC/Decision Services. “We are proud to be working with over 70 major retailers in the US and CANADA and look forward to driving additional revenue for our clients in Q4.”

ABOUT: ICC/Decision Services is a privately held company headquartered in New York City serving customers around the world. They offer more than 33 years of hands-on experience designing and executing highly successful Customer Experience Management programs. Read more information at http://www.iccds.com.

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John Boccuzzi
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