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 […]

Suppose you’re a pilot who’s preparing a flight plan. For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and […]

It’s great to see so many brands adopting and developing new in-store technologies. Not just for the sake of wowing customers, but to engage them and serve them well. Frankly, […]

As George Orwell might say, some brands’ live chat channels are more equal than others. How wide is the performance gap? Our StellaService Ecommerce Index studies show progress across the […]