Jet launched in 2015 with a mission to make online shopping more transparent and efficient. In addition to offering the broadest suite of products at the most competitive prices, Jet […]

Some companies are trailblazers at heart. Their ongoing quest for a better way defines their business and drives it forward. RevZilla, a leading seller of motorcycle parts and accessories, fits […]

The first Williams-Sonoma store opened in 1956, selling a small array of cookware imported from France. Since then, the brand has expanded to hundreds of products from around the world, […]

‘Tis the season for putting customer service teams to the test! This past Cyber Weekend, as we do every year, we stress tested phone and chat channels of the 30 […]

The Richmond Telephone Company has faithfully served the residents of a small Massachusetts mining town since 1903. This tiny telecommunications provider has managed to stay alive and profitable for over […]

When customer service stories go viral, they’re usually cringeworthy. But here and there, you’ll find a welcome exception. The best customer service moments aren’t as provocative as PR disasters, and […]

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training, training and coaching. QA reviews continue apace. Agents struggle to […]

Lately, we’ve had some interesting conversations with brand executives around the concept of remote customer service. Many are just beginning to explore the idea, asking how a virtual contact center […]

Voice of The Customer (VoC) Data: Are You Making the Most of Your Investment? Many brands invest a lot of time, money, and energy designing and executing a VoC data […]

For retailers looking to shake up the in-store customer experience status quo, Columbus, Ohio is the place to be. The New York Times refers to Columbus as the “Silicon Valley” […]

In our conversations with brand executives about how to measure customer experience, we’re often asked, “Which customer survey solution should we be using?” Some believe they’re getting the insights they […]

Is your customer service training program producing the results you want? Is it keeping agents engaged and continually improving their performance? If not, I’m guessing your contact center performance management […]

The experience economy is booming. Last year, people traveling to and within the U.S. spent over $990 billion—roughly $20 billion more than the year prior. If the past is any […]

Mystery shops, CSATs, and sales numbers can tell you a lot about what’s happening in your stores. Especially if you study them as an integrated whole. And yet, as valuable […]

The holiday rush is almost here. As always, we’re curious to see how the 30 retailers in our StellaService Ecommerce Index—the biggest and best names in ecommerce—measure up this year. […]