StellaService is the most powerful company in e-commerce. Or at least it’s the most powerful company you haven’t yet heard of. Do a quick experiment so you know why I’d say this about a Manhattan-based upstart that measures and rates the customer service of online retailers. Open your Google search engine. Run a search for Nike shoes. In the results, you’ll see a rating icon for each of the Nike vendors at the top. This rating (Google uses stars) is based in significant part on the 100% objective (more on this later) StellaService rating of that vendor’s customer experience, certified by KPMG. While these are paid search results, a merchant can’t pay for StellaService’s rating or to have the rating removed from its listing.
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