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 […]

It’s finally here: the end of the 2016 holiday season. For the most part, life has returned to normal on the front lines, in operations, and at brand headquarters. And […]

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 […]

Let’s be honest. The post-holiday rush of in-store returns isn’t exactly a joy. Customers dread the long wait, and associates feel harried and stressed as they attempt to please everyone […]

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 […]

During the 2013 holiday season, shoppers across the U.S. placed online orders believing their packages would arrive before Christmas. Many of these sales depended on retailers’ guarantees. Then, Mother Nature […]

The Cyber weekend 2016 data is in, and retailers have two big reasons to celebrate.   First, it was a good year for retail sales. On Black Friday, shoppers spent […]

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 […]

Some retailers are in denial about it. Or they’re reluctant to acknowledge it. But rest assured: consumer demand for price adjustments (partial refunds for items purchased at full price just […]

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 […]

When a customer service agent has an outstanding interaction with a customer, something powerful happens. Sparks begin to fly. Those sparks deepen the customer’s connection with the brand, and they […]

To many retailers, the holiday shopping season is a minefield of risks. A disaster waiting to happen. So they brace for the onslaught, hoping they can survive it intact (and […]

In an ideal world, all customer service emails would read as though they were written by a caring, responsive friend—one who’s determined to resolve the customer’s issue, and does so […]