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. […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]