David Rich
David Rich
ICC/Decision Services
David Rich is President and CEO of ICC/Decision Services, a company committed to the customer experience. David has been cited in numerous publications including Smart Money and Fortune. David is a past president of the Mystery Shopping Providers Association and an active member of National Association of Retail Marketing Services.
If Mystery Shopping Is So Useful, Why Do Retailers Dislike It So Much?
Mystery shopping is the best?no, make that the only-way retailers can get a truly objective view of the daily workings of their stores. When...
Customer Experience Program: “Where Do I Begin?”
Through our blog and whitepapers we've discussed examples and methods on how to improve your customer experience but every program needs a starting point....
Customer Experience: Managing it from start to finish
The Retail Touchpoints eBook (RetailWire) explores the future growth of a customer-centric approach. One portion of the report focuses on the point of sale...
How well do you know your customer?
Every successful business connects with customers by using purchase history data. How well you maintain and use your customer insight can make an...
A Mystery Shopper Program at Work
One of the best tools in for managing a customer experience program is a mystery shopper. Often the concept is associated with uncovering negative...
Three Ways Shopper Intercept Interviews Get the Job Done!
Shopper Intercept Interviews solve all of the projectability problems of focus groups while still offering a customer-centered format that allows an interviewer to ask...
Five Reasons to Shop Your Own Brand
More and more promotional dollars are being channeled towards non-traditional media. How do you make sure its money well spent? If you're among the growing...