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 […]

A quick survey of the retail landscape can make you queasy, or even depressed. Unless you’re scoping for opportunities. Not an easy thing to do if you’re hunkered down and […]

Recently, I stumbled upon a terrific article in the Harvard Business Review, “Kick-Ass Customer Service.” (The title alone makes the article a must read.) In it, the authors do two […]

Awards Recognize Retailers for Best-In-Class Customer Service Across Phone, Email, Chat, Shipping and Returns StellaService, the leader in helping companies to grow through better service, today announced the release of […]

No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers […]

Earlier this month, we had the opportunity to host a roundtable session with a cross-section of service leaders at the Customer Response Summit in Las Vegas. The roundtable focused on […]

How well are you helping customers help themselves? This is an important question for retail brands. More than 90% of customers want and expect to be able to go to […]

The world of retail is a study in contrasts. ABC Co. is a boutique luxury brand. It rolls out the red carpet for its customers, personally guiding each and every […]

In most retail organizations, operations and marketing go about their business like two halves of the same brain. Operations (the left side) uses customer data to drive performance, while marketing […]

Last month, at the National Retail Federation’s Big Show 2017, we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.” As Dave […]

Some retailers use mystery shopping or brand audits to gauge their front-line teams’ performance. Other retailers use these programs to drive performance. They do it by defining and measuring their […]

In this post, we speak to UncommonGood’s Director of Customer Service, to learn how they use Stella Connect to measure call center service performance. UncommonGoods is an online marketplace connecting […]

At Stella Connect, our mission is to use real-time customer feedback to drive engagement and motivation across front-line teams. The Stella Connect Star of the Week blog series highlights one […]