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.
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…
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...
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 It’s an outdated approach that...
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.…
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.…
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…
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…
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...