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. […]

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the […]

Let’s face it. Social media customer service is part of your channel mix, whether you like it or not. Granted, social media customer service represents a small percentage of your customer […]

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet” and contact center sales and profitability were not on the radar. Like so many […]

If you caught Seth Godin’s recent post “Four ways to improve customer service,” maybe you reacted the way we did (“AMEN!”). Seth’s “four ways” really are the pillars upon which […]

In our previous post, we outlined practical solutions for managing call center traffic. Banishing long wait times and confusing, irritating IVRs is a must for every brand. If you commit […]

Thanks to digital technologies like chat, SMS, and social media, customer service delivery has come a long way. It’s smarter, more convenient, and more efficient than anyone could have imagined […]

Two recent news stories raised a lot of eyebrows in the retail industry. One was Amazon’s acquisition of Whole Foods; the other was the announcement that UPS will charge higher […]

Survey fatigue is a serious condition. And it always begins the same way. First comes the rash of emails asking for feedback about a brand encounter that happened days earlier. […]

How well have mystery shopping companies (aka secret shopper companies) served your brand in the past? Is your current mystery shopping program paying off? Most retail brands embrace the concept […]

When it comes to measures of brand loyalty, Net Promoter Score (NPS) is king. Many customer-facing companies obsess over their Net Promoter Score, always searching for that magic formula that […]

We enjoyed meeting and sharing ideas with like-minded professionals at the ICMI conference in Orlando in May, but we’re also looking ahead to the next great industry event: this year’s […]

Let’s talk like engineers for a minute. Your VoC data collection program is an engine. It’s designed to drive your company’s success. There’s input (investment) and output (ROI + waste). Your […]

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. The lineup of presenters, the industry topics, the onsite learning opportunities—all are […]