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Author Archive for Ann Heatherington

One simple way to get customers to spend more money with your company.

7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service.*  In a hypercompetitive marketplace, delivering superior service is perhaps the most important driver of success and longevity. Nearly 70% of people will actually spend more money with those businesses that they believe deliver better service – about 14% more, on average.…

How Many Dissatisfied Customers Does It Take…

A typical business hears from 4% of its dissatisfied customers. No business wants to hear that their customers are unhappy, but there is a silver lining to customer complaints: they can spot problems and issues that you wouldn’t see otherwise. Your customers’ insights are even more valuable because so few people even bother to complain. In fact, only 4% of…