Kathy Doering

Are You Ready for Gen Z?

Generation Z is here whether you like it or not. So it’s best to understand their mannerisms, characteristics, and preferences in order to develop your best marketing strategy. They are here to stay and their loyalty to your company or brand is critical. Who...

How to Talk to your Customers More Effectively

Heard any of these before? “I’m going to put you on hold for just a second.”; “I think you misunderstood me just now — what I actually said was…”; “I understand you are upset, but…” Let me guess…those statements frustrated you more than helped you....

Improving NPS for a Better Customer Experience

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and 
overall customer experience “How likely is it that you would recommend our company to a friend or colleague? Could you please rate your recommendation on a scale of 0-10?”...

Social Media Netnography

Perhaps you have not heard of this term before. Netnography is essentially the study of online behavior. The “official” definition is “The branch of ethnography that analyses the free behaviour of individuals on the Internet that uses online marketing research techniques to provide...

Free Toy? Toys for Tots Thanks You!

Doing more with less can be a challenge in any industry but particularly in retail during the holiday season. Traditionally, retailers hire on extra temporary workers in their brick and mortar's and this has been true for years. However this year we see an...

Consumer Behavior & Technology

The crossover of virtual and physical is something we are all going to see much more of in the next five years across a variety of sectors. Customers can research products and services 24/7 from any online device whether it is their laptop, tablet,...

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