StellaService helps companies grow through better service across their stores, contact centers and ecommerce fulfillment. Through a combination of software and proprietary data and insights, we build solutions that include employee engagement tools, real-time customer feedback surveys and objective performance measurement. Together, these solutions enable companies to build brand equity, increase customer advocacy and grow sales.
Mission: To help companies create value from every service and sales interaction.
Customer self-service isn’t just a courtesy: it’s an organizational imperative. Over half of shopping carts are abandoned due to hidden or hard-to-find product, price, and/or policy details Read more to learn how to do self-service right: https://bit.ly/2I4P8eA
Online order fulfillment, in particular, is taking on new importance across all retail categories. Whether it happens curbside, in store, or on the customer’s front doorstep, fulfilling online orders on customers’ terms—and using omnichannel audits to measure your fulfillment process—is essential if you want to increase customer loyalty and spend. Learn how to measure and benchmark your performance here: http://bit.ly/2F3FBU8
The Low-Cost Way to Transform Your Customer Experience https://hubs.ly/H0b3qj50
For retailers of all sizes, customer experience innovation is necessary to survival. Here's 4 tips to low cost customer experience transformation.
Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” To reduce costs, the company focused on maximizing efficiency. “Success” was measured in terms of how quickly calls were completed. Find out what happened when someone asked ‘Do we think we can be a profit center?’ http://bit.ly/2AulIUI
Why did customers behave the way they did? Was it the way the products were displayed? The way pricing was communicated? The service that was (or wasn’t) being offered? Maybe it was something else entirely. LEarn how to find the Why here: http://bit.ly/2G6ph4X.
Improving customer service can be as difficult as solving a complex puzzle. Even with all the right performance management pieces in place, many customer service leaders can’t figure out how to crack the code. The truth is, keeping VoC data from agents costs brands dearly. It drives up contact center attrition, and it reduces opportunities to build loyalty and sales. Learn more here: http://bit.ly/2EfbLM7
Most retail brands embrace the concept of mystery shopping. They know they need to understand what’s happening in their stores. But in practice, for many businesses, mystery shopping isn’t offering much value. Is your current mystery shopping program paying off? The Right Way to Measure the Brand Experience here: http://bit.ly/2DTGNcd
In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. What will brands’ biggest concerns be in 2018? LEarn here: http://bit.ly/2Fowkpe
Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at their peak. In many cases, call center training is delivered with the same frequency across the board, or it’s weighted toward agents who need the most help. Learn how to maximize efficiency and optimize your time around these programs here: http://bit.ly/2DHWMNo
EVERYTHING BUT THE HOUSE (EBTH) is so popular now that when you sign up to be a bidder, your account number will have 11 digits. Marc Broering, Customer Service Manager at EBTH, can boast of a 4-digit bidder number, meaning he is one of the first ten thousand registrants. Click here (http://bit.ly/2DiaAPq) for a Day in the Life of a CSM at EBTH.
How well have mystery shopping companies (aka secret shopper companies) served your brand in the past? Click below to learn how to Mystery Shop for ROI. http://bit.ly/2CFbQHW
A great look back of some of the best of 2017. Happy New Year, everyone! https://hubs.ly/H09vTDf0
When customer service stories go viral, they’re usually cringeworthy. We put together a list of the best customer service moments of 2017
![[Webinar] See how a VC-backed team approaches customer service in our live webinar (Thursday, December 14th, 1pm ET (10a...](https://img.medioq.com/1/v/t1.0-9/25158068_1974955072827649_6640349485040609425_n.png?_nc_cat=100&_nc_ohc=JJKXBu1anbgAQmxDvmq3nwBGWn8rRFvClXSJLr5LHBMibznEifi_9p8TQ&_nc_ht=scontent.xx&oh=2f43b8cae90005c306890dd4d9a1561f&oe=5E67E066)
[Webinar] See how a VC-backed team approaches customer service in our live webinar (Thursday, December 14th, 1pm ET (10am PT; 6pm GMT)). Register at http://bit.ly/2Ak7E3o.
Join our webinar next week where we'll be talking with fast-growing startup Brooklinen to learn how they have scaled their service team. Register for the webinar at http://bit.ly/2Ak7E3o.
The best customer service moments aren’t as provocative as PR disasters, and they don’t get as much press, but they help to remind us what great service is all about. We thought it would be fun to round up the 10 Best Customer Service moments of 2017. Read more at http://bit.ly/2BJfG20
Contact center performance management is challenging. Most contact center leaders aren't happy with high costs of attrition, underwhelming CSAT/NPS scores, and daily problems coaching and training. By relying only on internal measures of quality, you cannot make significant improvement. Incorporating voice of customer data into performance management is the only way to move the needle. Learn more at http://bit.ly/2j4C0fr.
Recently, there's been a growing number of work-from-home customer service workers, especially seasonal hires. How do you successfully manage a service team when some of your team members are not physically in the call center? Learn more about using VoC data and real-time feedback to ensure success with remote workers here https://goo.gl/SZDfYy. Additionally, learn why a remote team is better for retention, savings, and recruitment.
Often times brands deploy voice of customer programs, then shelve the data. Here's five ways to make voice of customer actionable. With a real-time VoC tool, you can motivate your team, set goals, micro-coach, enact policy decisions, and even spark ideas for product development. Learn more from StellaService at bit.ly/2hmaYCP.
If you're wondering how to compete with big customer experience spenders, the answer lies not in flashy concept stores but in creating a memorable customer experience. By implementing cross-channel CX improvements, planning a pilot program, testing your training programs with mystery shopping, and measuring customer response, brands can see big gains in in-store innovation. Learn more at bit.ly/2zhzw6A.
If you're wondering how to compete with big customer experience spenders, the answer lies not in flashy concept stores but in creating a memorable customer experience. By implementing cross-channel CX improvements, planning a pilot program, testing your training programs with mystery shopping, and measuring customer response, brands can see big gains in in-store innovation. Learn more here bit.ly/2zhzw6A.
If you’re wondering how on earth you’re supposed to compete with the big customer experience spenders, you’re asking the wrong question.
For retailers of all sizes, customer experience innovation is necessary to survival. Here's 4 tips to low cost customer experience transformation.
In our conversations with brand executives, we’re often asked, “Which customer survey solution should we be using?”
How should you measure customer experience and get the necessary business results? We cover the strengths and weaknesses of 5 different measurement methods.
Is your contact center training program producing the results you want? Is it keeping agents engaged and continually improving their performance?
Contact Center micro-coaching improves team performance by as much as 12%. Sticking with old-school training can actually drive team performance down by 5%.
Anyone who ever conducted a customer satisfaction survey knows, drafting the questions for the survey is easier than drafting customers to answer them. Surveys are important; they regulate processes, they can help you improve the customer’s experience, and they can provide valuable input. But alas, they’re the last thing on the customer’s mind.
Anyone who ever conducted a customer satisfaction survey knows, drafting the questions for the survey is easier than drafting customers … Read More
Customer Intercepts: Answering the “Why” Behind Shopper Behavior
4 things you can do with Customer Intercepts to boost your company’s business. From finding out why people aren't buying, to avoiding costly blunders.
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.
The holiday rush is almost here. Get tips on retail customer service with stats on the holiday operations from the StellaService Ecommerce Index.
How well have mystery shopping companies (aka secret shopper companies) served your brand in the past?
How well have mystery shopping companies (aka secret shopper companies) served your brand in the past? Is your current mystery … Read More
Don't miss our quarterly snapshot of #customerservice performance trends across the retail industry. http://hubs.ly/H08pL5d0
How to Ramp up Service Recovery for Better Business Results
How to Ramp up Service Recovery for Better Business Results Posted 21 hours ago • By Alex Vlasto It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the customer experience, every facet of your...
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Is your phone service performance where it needs to be? Find out if there's room for improvement with these tips.
Transform Your Phone Service Performance With These 4 Call Center Solutions (Part 1) Posted 1 month ago • By Alex Vlasto 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...
Why Brands Struggle to Improve Customer Service
If you caught Seth Godin’s recent post “Four ways to improve customer service,” maybe you reacted the way we did … Read More
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Omnichannel Mystery Shopping: Why It’s Mission-Critical for Brands
http://hubs.ly/H07_CHj0
Two recent news stories raised a lot of eyebrows in the retail industry. One was Amazon’s acquisition of Whole Foods; … Read More
When it comes to measures of brand loyalty, Net Promoter Score® (NPS) is king. Many customer-facing companies obsess over their NPS score, always searching for that magic formula that will drive it up.
When it comes to measures of brand loyalty, Net Promoter Score® (NPS) is king. Many customer-facing companies obsess over their … Read More
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Digital technology isn’t rendering human interactions on the sales floor obsolete. In fact, it’s making them more meaningful.
It’s great to see so many brands adopting and developing new in-store technologies. Not just for the sake of wowing … Read More
As ICC/Decision Services is now a part of StellaService, please view our updates a the StellaService Facebok page. https://www.facebook.com/StellaService/
Stella Connect is the people success platform for customer service teams.
Are Omnichannel Silos Diminishing Your Brand?
StellaService acquires ICC/Decision Services, delivering omnichannel opportunities to retailers through actionable, objective data.
StellaService is hiring! We're looking to add a new Marketing Operations Manager to our team. Check it out!
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Stella Metrics In-Store
We are very excited to report that ICC/Decision Services has been acquired by StellaService, creating an omnichannel product suite for measuring and improving customer service. http://bit.ly/2cU91Jb
StellaService, the leader in helping companies grow through better customer service, today announced the acquisition of ICC/Decision Services (ICC).
How Does Apple Get Away With It? http://hubs.ly/H04l-x_0
This Apple employee was caring, competent, responsive, and empowered to do the right thing. These are the hallmarks of a unified, confident, client-centric brand.
Macy's Store Closings: 4 Valuable Lessons for Retailers http://hubs.ly/H04fcqr0
All the sophistication in the world can’t cure a brand’s business issues. The only way to turn things around is to keep a running dialogue with your customers.
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