StellaService Acquires ICC/Decision Services

| MCM Staff

StellaService, a customer service company announced the acquisition of ICC/Decision Services (ICC), an in-store customer experience management programs company. See what this will mean for both companies going forward.

Amazon, Amazon Prime, omnichannel retail, two-day delivery, same-day delivery

Amazon Shipping Has Slowed for Non-Prime Members

| Mike O'Brien

While Amazon still reigns with Prime, delivery times have slipped for non-Prime members as omnichannel retailers have caught up, according to new data from StellaService. However, this flexing of their fulfillment muscles has come at a significant cost.

Why Communication Breakdowns Cramp Omnichannel’s Style

| MCM Staff

In this video taken at 2015, StellaService Co-Founder and CEO Jordy Leiser talks with Multichannel Merchant Managing Editor Tim Parry about some of the in-store communication breakdowns that keep many retailers from offering the perfect omnichannel experience.

Free Shipping Free-For-All

| Mike O'Brien

With the holiday shopping season fast approaching, retailers are lining up in droves to offer “free” shipping to consumers as a promotional tool to drive sales.

5 Ways Online Retailers Can Empower Frontline Customer Service Reps

| Chris Vodola

Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.

Google Continues Evolving Shopping Experience

| Daniela Forte

Google is steadily making changes to its online shopping experience for consumers. In just a few months, the search engine has made several announcements in order to compete with the likes of Amazon and its brands.