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 […]

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 […]

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 […]

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 […]

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 […]

Customer experience management is an investment in progress. But what’s the smartest way to invest? Is it more useful to objectively measure your service and operational performance through mystery shopping? […]

When retail industry professionals like you (and partners like us) shop with a brand, we have the same expectations all customers do: A great customer experience, both in-store and online; […]

If you’re like most modern day consumers, you use social media not only to connect with friends, family, and colleagues, but also to contact businesses you interact with. In fact, […]

Lands’ End was awarded the StellaService Elite award for Phone, Email, and Chat performance in 2016. These annual Awards recognize the industry’s best-in-class service providers and are based on a […]

With back-to-school season upon us, it’s officially time for major retailers to begin preparing for the holidays. For some, this means hiring seasonal staff; for others, it may mean improving […]

It’s a tale of woe every online shopper can relate to: you’re shopping on a site and have a quick question about a product or a policy. After a quick […]

A few weeks back, Stella Metrics GM, Kevon Hills, sat down with Craig Barnes, SVP of Customer Care at Williams-Sonoma, for a fireside chat. The two covered a range of […]

Imagine you see a pair of shoes you like on a retail website. You’re ready to order, but are unfamiliar with the brand and want to know if the shoes […]