Ann Heatherington
Wanna debate why the Oxford comma is/isn't redundant? No? Well, when you do, Ann is ready. Her fave things: Words. Traveling. Any beach. Rescue animals. Our planet. House music. Pittsburgh Steelers. Being right.
Ann Heatherington's Articles
1 min read
Customer ExperienceDo you create delightful experiences for your customers?In the drive to create delightful experiences and exceed customer expectations, companies begin to believe their own hype – in fact, 89% of customer service ...1 min read
Customer ExperienceHow often do you fail to answer customer questions?According to consumers, customer service agents fail to answer their questions 50% of the time.* So, you’re yelling your birthdate into the phone for the ...2 min read
Customer ExperienceHow do you know if you’re really delivering “superior” customer service?80% of companies say they deliver "superior" customer service. 8% of people think these same companies deliver "superior" customer service. Hate to break it to ...1 min read
Customer ExperienceAsk your customers for real feedback.Any business with customers is in the "people" business. You can excel in every aspect of running a company, but ultimately, it’s positive customer experiences ...1 min read
Customer ExperienceDiscover how your dissatisfied customers really feel before it’s too late.For every dissatisfied customer who bothers to complain, 26 other customers remain silent. (more…)1 min read
Customer ExperienceHow to reduce the time and resources you’re spending to land new customers.It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. (more…)2 min read
Customer ExperienceHow Sogolytics can help you build a better customer service experience.News of bad customer service reaches more than twice as many ears as praise for a good service experience. Everybody’s a critic. ...1 min read
Customer ExperienceOne 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 ...1 min read
Customer ExperienceHow to listen to your customers and provide a better experience right now.3 in 5 American customers (59%) would try a new brand or company for a better service experience. All the discounts, incentives, and promotions in ...1 min read
Customer ExperienceListening To Your Dissatisfied Customers While You Still CanIt takes 12 positive experiences to make up for one unresolved negative experience. Customers have long memories. Once they’ve had a bad experience with a ...