Stella Metrics In-Store

Stella Metrics In-Store 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.

Operating as usual

Customer self-service isn’t just a courtesy: it’s an organizational imperative. Over half of shopping carts are abandone...
03/26/2018

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 cu...
03/01/2018

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

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” To reduce cos...
02/15/2018

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?...
02/12/2018

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 manageme...
02/09/2018

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 ...
02/01/2018

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 performa...
01/29/2018

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, manager...
01/24/2018

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...
01/16/2018

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 le...
01/08/2018

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

[Webinar] See how a VC-backed team approaches customer service in our live webinar (Thursday, December 14th, 1pm ET (10a...
12/12/2017

[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 the...
12/07/2017

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...
12/07/2017

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 attrit...
11/30/2017

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 yo...
11/16/2017

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 a...
11/08/2017

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 b...
11/06/2017

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 b...
11/03/2017

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...
11/01/2017
The Low-Cost Way to Transform Your Customer Experience - StellaService

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.

Anyone who ever conducted a customer satisfaction survey knows, drafting the questions for the survey is easier than dra...
09/25/2017
Best Practices For Customer Satisfaction Survey Invitations - StellaService

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

The holiday rush is almost here. As always, we’re curious to see how the 30 retailers in our StellaService Ecommerce Ind...
09/12/2017
Holiday 2017 Retail Checklist: Is Your Customer Service Ready? - StellaService

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.

09/05/2017

Don't miss our quarterly snapshot of #customerservice performance trends across the retail industry. http://hubs.ly/H08pL5d0

08/17/2017
How to Ramp up Service Recovery for Better Business Results – StellaService

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...

08/14/2017

We're hiring! Apply now.

08/09/2017
Transform Your Phone Service Performance With These 4 Call Center Solutions (Part 1) – StellaService

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...

07/10/2017

We're hiring! Apply now.

When it comes to measures of brand loyalty, Net Promoter Score® (NPS) is king. Many customer-facing companies obsess ove...
06/12/2017
How to Take Control of Your Net Promoter Score - StellaService

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

Address

75 Broad Street, Suite 1010
New York, NY
10004

Opening Hours

Monday 08:30 - 17:30
Tuesday 08:30 - 17:30
Wednesday 08:30 - 17:30
Thursday 08:30 - 17:30
Friday 08:30 - 17:00

Telephone

(212) 366-1483

Alerts

Be the first to know and let us send you an email when Stella Metrics In-Store posts news and promotions. Your email address will not be used for any other purpose, and you can unsubscribe at any time.

Contact The Business

Send a message to Stella Metrics In-Store:

Nearby media companies


Comments

Spent this afternoon here. Truly inspired. Great team, great people. #specialpeople
I have no idea how LL Bean is rated so highly. I have a $450 order for TWO suitcases that was promised to me by May 31st. I leave this week for Paris and apparently they have had some sort of system glitch and are unable to provide me ANY information at all. They can not set a realistic expectation of when I might expect my order nor have the 2 supervisors who promised to call me with an update done so. I also know someone who ordered the same think I did on May 11th and has not received her merchandise either. I have been very clear to them on the phone that I want a solution to this...even if it is to LOAN me a suitcase for my trip until they can resolve their issue. The bottom line is that their issues have become their customer's problems. Not to mention that if you phone them you hold for no less than 15 minutes and then they put you in touch with their "research team" which tells you they have no answer. This has been the MOST AWEFUL customer service experience EVER!!