In a recent post, we discussed Amazon’s new brick-and-mortar venture. What we didn’t mention was that in early 2015, Amazon approached RadioShack about taking over some of its stores. Now […]

At Stella Connect, our mission is to use real-time customer feedback to drive engagement and motivation across front-line teams. As part of our focus on highlighting great customer feedback, we’re introducing […]

UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. The company is passionately focused on celebrating craftsmanship and supporting its community of […]

Across all customer support channels measured by StellaService analysts, Issue Resolution has historically been hardest to achieve on email. Over the past 2 years (June 2014 – May 2016), Email […]

Here’s where many retailers are today: They’re mired in the numbers. They’re tightening their belts to maximize profits. They’re using a variety of promotional tactics to boost traffic and conversions. […]

Awards Recognize Retailers for Best-in-Class Customer Service; NET-A-PORTER, L.L. Bean, Zappos, Vitamin Shoppe and Apple the Standard Setters for the 2016 Awards StellaService, the service measurement and optimization company, today […]

One year in college, in the middle of writing a paper (well, watching Netflix) my beloved MacBook broke. It made a terrible noise — one that signaled sure and imminent […]

Sending customer feedback surveys after phone, email, or chat interactions is a great way to gather performance insights on your front-line team. Responses from these feedback requests can be used to […]

Let’s face it, working in contact centers isn’t always easy, and the daily stresses of handling upset customers can take their toll. It’s important to focus on keeping morale high […]

Earlier this month, Accenture released a study with findings that have far reaching implications for any business that offers customer service. The study – Digital Disconnect in Customer Engagement – […]

Did you know that 48% of customers who have had a negative customer service experience are likely to tell 10 or more people about it? On the other hand, just […]

Gone are the days of waiting days for a response from customer service: today’s customers demand immediate responses. Based on data collected by StellaService analysts over the past three years, […]

Providing your customer with consistently great service — experiences that they’d write home about — increases what McKinsey calls “word-of-mouth equity,” an index of a brand’s power to generate messages […]

  StellaService, the service measurement and optimization company, today announced the launch of Stella Connect, a new product designed to transform the way companies collect and activate customer feedback on […]

Suggestive selling can boost retail revenues significantly. But to succeed at it, you must ask yourself: Are our associates doing all the right things to boost in-store sales? Are we […]