Angie Stocklin
Angie is a lecturer in the certificate in entrepreneurship and innovation program at Purdue University, and is also an RBE mentor at Butler University and an entrepreneur in residence at Marietta College. Previously she was COO and co-founder of One Click, the parent company of online eyewear brands Readers.com, SunglassWarehouse.com, and felix + iris. There she oversaw One Click’s business operations, including customer service, order fulfillment, merchandising and vendor account management. In addition to business operations, Angie also helped set and implement overall company objectives, as well as strategic direction for all three brands. Before co-founding One Click, Angie was a nationally certified school psychologist.
How do you get your team members to buy into company culture? Whether you’ve been struggling with the issue for a while or want to instill a new type of culture in your company, here are a few steps that can help guide you through the often tricky process.
Gone are the days when brands could rely solely on their former triumphs or strong brand awareness to emulate past successes. Rather, experimentation is critical in the digital age. Here are four ways to foster a culture of experimentation in your company.
A good Voice of the Customer program will help you improve your customer experience and gather insights that can be fed into a business strategy that resonates with their needs. Here are 6 steps to help you reach that goal.
A good Voice of the Customer program will help you improve your customer experience and gather insights that can be fed into a business strategy that resonates with their needs. Here are 6 steps to help you reach that goal.
It’s often a challenge to shrug off a difficult customer interaction. We’re all human, after all! To stay efficient and keep quality up, here are 5 tips from the “customer happiness team” at One Click Ventures to help your agents release tension, alleviate frustration and move on after a challenging exchange.
Having a killer in-house customer service team is invaluable, and they should your surprise customers in a more personal manner, or in this case, wowing your customers the “old school” way. Here are the benefits of customer happiness, and a few methods that have worked well for online eye wear seller Readers.com.
Voice of the customer (VoC) data is important to any company, as it allows you to adjust your strategy and implement new projects across departments. Here is how Readers.com uses VoC data to continually improve its business though capturing data, analyzing the feedback, making changes, and monitoring results.
How do you get your team to work together to solve departmental problems? One option is to move away from the old way of doing things (the “we say, you do”) and towards a more transparent process in which team members feel responsible for the department’s (and company’s) success. An easy way to implement this idea of ownership is through team huddles and DOR boards.
An acronym for “Net Promoter Score,” NPS gives us a direct window into the happiness and loyalty of our customers. But fool you not, this metric is trickier than it seems. Let’s first start by talking about what NPS is and how we calculate it.
Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding proof that you’re building a tribe of followers, cheerleaders, and referrers who love what you do. Here are a few ways you can get started in making sure you’re setting up your call center agents for success from day one.