Is This The Most Powerful Business In On-Line Retail?

StellaService is the most effective business in e-commerce. Or at least it's the most powerful company you haven't yet learned of. Do a quick experiment so you know why I had say this about a Manhattan -based upstart that rates and measures the customer service of online retailers. Open your Google search engine. Run a search for Nike shoes. In the results, you will see a rating icon for each of the Nike sellers on top. This evaluation (Google uses stars) is based in substantial part on the 100% objective (more on this particular later) StellaService evaluation of the customer experience of that vendor , certified by KPMG. While these are paid search results, a merchant can not pay to have the rating removed from its listing or for StellaService's rating. This makes this youthful (founded in 2009) privately held company an uniquely powerful force in retail that is online for two major reasons. 1. Google's [clear] attempt to go into the light. If anyone other than I listened to the congressional hearings on Google's abuse of its monopoly-ish power, you could not help but be struck by the brazenness with which Google buried review sites other than its own in the search results and/or borrowed -- "scraped" -- ratings from those sites and rebranded them as their own. Nonetheless, I'm happy to see Google using its power in a manner that helps customers. (Google may be inspired by the degree to which amazon.com Is becoming the de facto evaluations service for retail, not a cozy scenario for Google to sit back and watch develop.) And a StellaService evaluation is more precise, and useful, than the ridiculously unscientific reviews on Google's preceding merchandise or a rant or rave, Google Reviews. The StellaService evaluation can't be gamed. It's provided, as CEO and co-founder Jordy Leiser told me, by "hundreds of individuals" working for StellaService around the nation "purchasing and return thousands of products," individuals identifiable simply as average civilians to the vendors that they're shopping. In the event of my Nike example, the contribution to those evaluations of StellaService were discovered through intensive legwork, says Leiser. "Individuals'd pick out an unique pair of Nike shoes and buy that same pair nearly everywhere we could buy it online." Multiple orders from each retailer are sent to different places around the country, so that StellaService can get "really apple to apples measurement about how fast the product arrived and what the packaging was like." Now we arrive at the other variable that makes StellaService uniquely powerful: 2. The indispensable job StellaService creates with the companies they store for itsel nike blazers low cheap.. StellaService has created a scenario which makes them (StellaService) inevitable--in fact makes paying StellaService ineluctable. Paradoxically, this really is without you paying them to do so because they'll shop you without you asking them to do so. Actually, their secret shopping service can't be bought, and you can't un-purchase it: you can't keep StellaService you. The measure over a thousand of the biggest on-line sellers, covering 90 percent of business activity. How fast did Retailer An issue refunds to shoppers in July? How frequently did the shoppers of StellaService see uninformed or pain in the neck customer service reps in Retailer B's contact center in the last 12 months? Is Retailer C's new boat-from-store application triumphing in shaving days off delivery times -- and how do these new delivery times compare with Amazon's? The Termite In The Sofa Being so strong, so really almost a gold standard, has some unintended and funny results. "Because people see our evaluation and our seal on lots of websites and on Google, they believe that we're this Central Intelligence Agency of customer service. They send us grievances" --complex, enthusiastic complaints--about online retailers. "We have received some three and four page long handwritten letters; it is possible to see tears dropped on top of the words when they were writing them; letters to senators and government officials and the companies themselves where we were cc'd--and I mean with with carbon paper..." Leiser's voice trailed off in recalled astonishment. The obliging S nike blazers high pink.ellaService staff of course hurried termite cum lobster photo and the letter to the C suite of the seller in question; Stel nike free 5.0 uk.aService was taken care of right away, and it has relationships with many such firms.