StellaService is acquiring ICC Decision Services, a designer of in-store customer experience management programs, for an undisclosed amount. The deal brings StellaService’s existing customer service performance programs in-store for the first time.
ICC, based in Wayne, New Jersey, provides customer research and customer experience programs that help major brands improve the in-store customer experience, and consequently revenue growth. ICC’s services include mystery shopping, customer satisfaction surveys, data collection, and performance strategy improvement. As a part of the deal, ICC CEO David Rich will join the combined company’s management team as global head of Stella Metrics. Stella Metrics is StellaService’s software that provides clients with service and operational insights to improve front-end performance. Rich says the “the in-store environment is ripe for this same level of disruption, which is what makes this combination so exciting.”