Kevin Leifer
Kevin Leifer
Kevin and his team at StellaService help their clients build solutions that optimize front-line team performance and improve customer experiences across contact centers and stores.
What Amazon Can Learn From Apple’s Brick-And-Mortar Success
Photo Credit: iStockPhoto Amazon is stepping out into the world. The real world. In November 2015, the online retail giant opened its very first brick-and-mortar…
Why Your Omnichannel Experience Is Falling Short (And What To Do About It)
Photo Credit: iStockPhotos Before you can master the omnichannel experience, you need to measure it the right way. But many retailers aren’t. They’re relying on...
Moving From Reactive To Proactive Customer Experience
Photo Credit: iStockPhoto A reactive customer experience is the kind that manages customer reactions instead of customer expectations and needs. It’s an outdated approach that...
How Smart Suggestive Selling Can Help Starbucks (Re)build Loyalty
Photo Credit: iStockPhoto To make an omelet, you have to break a few eggs. Many retailers aren’t willing to brave the mess. Starbucks clearly is.…
Maximize Your Mystery Shopping ROI With This Simple Checklist
Photo Credit: iStockPhoto Is your Mystery Shopping Program a waste of time? This question might seem odd, coming from us. But it’s a crucial one.…
Marketing and Associate Training: The Yin and Yang of Customer Experience
Photo Credit: iStockPhoto Marketing and associate training are inextricably linked. They’re the yin and yang of customer experience. Or at least they should be. When…
Why We Love Negative Customer Feedback (And Why You Should Too)
Image Credit: iStockPhoto Bill Gates famously said, “Your most unhappy customers are your greatest source of learning.” Imagine if Gates hadn’t bothered to ask for…
How A Leading Retailer Uses Mystery Shopping To Deliver An Exceptional Customer Experience
Image Credit: iStockPhoto The Walking Company, a footwear retailer with 215+ locations nationally and brands such as ABEO, Dansko, Ecco and Ugg, is "The World’s...