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.
How Does Apple Get Away With It?
Photo Credit: iStockPhoto Last week, Apple revealed what’s new and different about the iPhone 7. It’s water resistant, which is a plus. But it doesn’t...
Macy’s Store Closings: 4 Valuable Lessons For Retailers
Photo Credit: iStockPhoto Much has been written about Macy’s brand struggles and its 100 store closures ahead of the 2016 holiday season. Among the observations...
Data Security For Retailers: How To Protect Your Customers And Your Brand
Photo Credit: iStockPhoto In the retail business, nothing is more important than keeping customers happy. Nothing, that is, except keeping them safe. It’s every retailer’s…
Retailers, Here’s What Store Managers Need From You
Photo Credit: iStockPhoto They’re the essence of the brand. The director of backstage operations. The leader who brings out the best in every associate. They’re…
Customer Experience Strategy: What To Include, And What To Avoid
Photo Credit: iStockPhoto If you’re serious about competing to win in retail, then you’re undoubtedly: Focused on your customers (vs. quarterly numbers). Invested in creating…
35 Sample Mystery Shopping Survey Questions For Retail Brands
Photo Credit: iStockPhoto Not all mystery shopping programs are created equal. Some yield customer experience insights that are reliable, useful, and ultimately very profitable. Other...
5 Suggestive Selling Techniques For Better Customer Experiences
Photo Credit iStockPhoto If you're like most people, there are certain stores that you dread going into, and you have to mentally prepare yourself for...
The Best Brand Promise Examples We’ve Seen
Photo Credit: iStockPhoto A brand promise is: "This is what we will deliver to you." Pretty simple, right? Maybe. We’ve collected some of the greatest…
We Hold These (Retail) Truths To Be Self-Evident
Photo Credit: iStockPhoto Over the years, we’ve worked with all types of retail organizations. And we’ve gotten to know them well. We’ve met the individuals…
Does Your In-Store Path To Purchase Need A Makeover?
Photo Credit: iStockPhoto As holiday shoppers make their way along the brick-and-mortar path to purchase, there’s bound to be friction. Big crowds, long lines, overburdened...
Task Vs. Customer Engagement – Which Is The Associate’s Priority?
Photo Credit: iStockPhoto Associates have a lot on their plate. Between managing stocks, organizing merchandise and customer engagement, associate need to make many decisions during…
Why Retailers Should Rethink “Self-Service”
Photo Credit: iStockPhoto What four words best capture the state of retail today? Consumers run the show. Consumers are more informed, more demanding, and freer…
How Retail Giants Bring Their Brand Promises To Life
Photo Credit: iStockPhoto Ask not what your customers can do for you. Ask what you can do for your customers. Urban Outfitters answered that question…
How Does Mobile Fit In Your Customer Experience?
Photo Credit: iStockPhoto If you haven’t connected with your customers via mobile yet, you’ve missed out on a huge opportunity. If you’re not going to…
3 Things Your Brand Promise Must Have
Photo Credit: iStockPhoto Few things irk consumers more than an empty brand promise. You know the feeling. A brand makes a sweeping claim: “We deliver…
How To Survive (And Thrive) In The Age Of Amazon
Photo Credit: iStockPhoto Three years after Amazon went online, and one year after it became a publicly traded company, Deep Impact (1998) premiered in theaters....
The Deadliest Threat To Your Retail Brand (And What To Do About It)
Photo Credit: iStockPhoto In a recent post, we discussed Amazon’s new brick-and-mortar venture. What we didn’t mention was that in early 2015, Amazon approached RadioShack...
Get Serious About Your Customer Experience In 3 Steps
Photo Credit: iStockPhoto Many retailers are stuck in a defensive crouch. They fixate on their comp sales ID, comparing today’s number with where it was...
Take The Quiz: How Customer Centric Is Your Brand?
Photo Credit: iStockPhoto Many retailers claim to be customer centric. They’ll tout it in a quarterly statement or in the press. But words are meaningless...
Attack Of The Disruptor Brands: 5 Key Lessons For Retailers
Photo Credit: iStockPhoto They’re fierce. They’re hungry. And they’re coming for you next. Disruptor brands, that is. Scrappy startups turned consumer crazes. No one is…