Consider These 3 Ecommerce Customer Service Holiday Stats


The ecommerce world is busy preparing for the 2014 holiday rush. To get a better understanding of shopper expectations this holiday shopping season, we conducted a survey of 500 respondents from August 8 to 15, 2014 using Google Consumer Surveys.

The results are in, and here are a few points to consider when planning for the holiday deluge:

  • Just 5% of shoppers say they’ll return to shop from a company that gave them bad service during the holidays
  • 49% of respondents are likely or very likely to buy online and pick up in store this holiday season
  • 53% of respondents said that Email is the preferred communication channel during the holidays, with phone coming in second (28%)

This is a snapshot of the survey results. Stay tuned as we’ll be diving in and looking at the results by age, gender and geographic region of the U.S., and stacking those results up against the true performance data of the largest retailers.

To get the complete results, join us August 26 for a live …

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Customer Service Is Major Blind Spot for CMOs


Jordy Leiser is Co-founder and CEO of StellaService.

Your marketing team has planned a blowout launch party. You’ve shot glossy product photos and unveiled an awesome ad campaign. Your website is open for business.

But after all this hard work, does your CMO know what it’s truly like to be a customer of your company? Does the CMO know the concerns your customers are voicing directly to the customer service department on a daily basis? Does she know what your packages look like when they arrive at the customer’s door?

Many CMOs and marketing leaders don’t have direct knowledge of how service is being delivered to the customer, and they possess a significant lack of understanding of how the brand message they’ve painstakingly crafted is translating to customers in their everyday interactions.

In today’s fast-moving digital era of instant gratification and expectation, the idea that a marketer does not have a thorough knowledge of how the brand …

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Google and Barnes & Noble Launch Same-Day Book Delivery

“Google Inc. and Barnes & Noble Inc. have launched same-day book delivery to consumers in Manhattan, the San Francisco Bay area and West Los Angeles. The move represents the latest effort by a prominent retailer to entice online shoppers with same-day deliveries. Consumers can place orders for same-day delivery through Google Shopping Express. Launched last year, Google Shopping Express works with about 20 retailers. Besides Barnes & Noble, No. 28 in the Internet Retailer 2014 Top 500 Guide, they include Staples Inc., No. 3,; Target Corp., No. 18; Toys ‘R’ Us Inc., No. 34; Walgreen Co., No. 43; and American Eagle Outfitters Inc., No. 66.” [Source: Internet Retailer]

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UPS Invests $175 Million to Increase Holiday Capacity

“UPS announced on its Q2 earnings call this week that it was spending $175 million to increase its capacity during the holiday shopping season, including adding 50 new hub sorts at its existing facilities – bumping up capacity by 5% – and going from limited to full operations on Black Friday. Last year, UPS, FedEx and Amazon took a lot of heat for their role in holiday shipping delays that led to many items arriving after Christmas. The carriers blamed the mess on weeks of bad weather, higher ecommerce demand and a shorter holiday shopping season. UPS and Amazon offered refunds to customers who didn’t get their packages on time.” [Source: Multichannel Merchant]

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For Breakable Big-Screens, No Two Retailers Ship Alike


We’ve explored the challenges of shipping breakable items on a small scale, but in order to get a better understanding of how retailers are handling larger, higher priced shipments, Stella conducted a new study in May in which our Analysts placed orders for 50″ to 55″ Vizio Flatscreen TVs from 5 major retailers.

No two deliveries in the study were created alike. And, not all TVs arrived intact. Stella Analysts found that even when retailers shipped these items in the manufacturer’s box, packaging materials varied from retailer to retailer, which begs the question: if it’s the same item, made by the same manufacturer, shipped in the manufacturer’s box, why would the out-of-box experience differ?

Retailers looking for a better price with wholesalers often negotiate cost with the materials used for packaging. It’s tricky, as retailers try to hold to packaging standards while keeping the economics in order. Of course, it is in the best interest of the retailer to …

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