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Customer service is a key differentiator between the traditional college store and our online competition. Competitors are getting more aggressive as they fight for market share. But sometimes it takes a fresh eye to really see what’s in front of you in your own store. What if the fresh eye came with a proven, quantitative program to measure key customer service points in your store?
Follett is offering all ICBA members a chance to be included in the same Secret Shopper program the company uses to fine-tune the customer experience in its 890+ managed stores. This Secret Shopper program is independently managed by AboutFace, a leader in customer experience services. In the years since the Secret Shopper program has been in place, Follett stores have been able to raise their customer service scores year after year by identifying problem areas and correcting them. This program, now available to all ICBA members, was previously open exclusively to Follett Partners.

Mailing Address
1818 Swift Rd.
OakBrook, IL 60523

Shipping Address
1818 Swift Rd.
OakBrook, IL 60523

Billing Address
1818 Swift Rd.
OakBrook, IL 60523

Phone: 800.322.6223
Website: http://www.fpssod.com/

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Independent College Bookstore Association · 134 N LaSalle St · Suite 225 · Chicago, IL 60602 · Toll-Free: 800.888.9222 · Fax: 312.767.5505 · Office@ICBAinc.com

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