Kathy Doering
Kathy Doering
CEO of Ann Michaels & Associates, Ltd. Experienced in evaluating the customer journey for business. I believe in using and trying new technologies to interact with the consumer, offer new and exciting engagement that no one else is doing. There has not been a better time to jump in and make the most of all the ways to listen, engage and measure the customer experience. After doing this work for over 25 years I have learned what works and what doesn't.
Good Customer Service is Still Important – Now More Thank Ever
Customer service adjustments. During the last several months we have all had to make a lot of changes to our lives. We all have...
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...
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 —...
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...
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...
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...
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...