Dr. Natalie’s Research Agenda and Published Research

If you are wondering what I have been up to lately, I thought I would put all the research I have published  into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics, Big Data, Customer Experience, Leadership, Organizational Change Management, Storytelling, Collaboration, Digital Transformation, Social Selling, Social Media, the Cloud, Marketing, Sales, SaaS, IaaS, PaaS, DaaS, AI, Machine Learning, Innovation, Social Networks, Social Media Monitoring, Mobile, Customer Service and Customer Success Management….and a few things in-between…

IOT (The Internet of Things), Innovation, AI, Machine Learning, Analytics and the Cloud

• The Algorithm of You: How IoT Transforms and Differentiates Customer Experience: Using the Internet of Things to Boost Revenue and Deliver a Brand’s Personalized Promise

• Digital Disruption: The Blind Spot That Could Sink Your IoT and CX Initiatives

• The Internet of Things Improves Customer Experience in Retail Supply Chain

• The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming

• Customer Experience IOT in the Automotive Industry-Upcoming


Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics

• ROI Of Customer Service & Customer Experience

• How to Measure Customer Experience: Performance Management Maturity-Upcoming

• Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming

• The Need for Inspiring Leaders to Orchestrate Customer Experience Initiatives-Upcoming

• Experience Management: How to Deliver Integrated Customer Experiences

• How Rackspace Creates the Next-Generation Customer Experience

• The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

• Digital Imperatives for Omni-Channel Retail Customer Experiences

• Nine Pillar Of Successful Self-Service for Digital Customer Engagement

• 6 Pillars of e-commerce Customer Engagement

• 9 C’s of Customer Engagement – Delivery and Communication Styles: Channels, Content and Cadence

• 9 C’s of Customer Engagement – People Centric Values: External & Internal Culture, Community, Credibility

• 9 C’s of Customer Engagement – Right Time Drivers: Context, Catalysts, Currency

• How Delta Uses Microsoft Dynamics and Avanade to Create Next-Generation Customer Experiences

• How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle

• Delta Uses Microsoft to Transform Flight Operations and the Customer Experience

• New Belgium Brewing Creates Great Customer Experiences Using Microsoft Dynamics

• Beyond Journey Maps, Delivering Mass Personalization at Scale

• The State of Customer Service and Support Evolves 


Social Media, Customer Service, CRM, Analytics, Innovation and the Cloud

• How General Motors Using Social Media To Listen To Customers and Sell Cars and Deliver Service

• The ROI of Online Communities: Online Communities Provide Value Beyond Call Deflection

• Why Top Marketers Create Branded Social Networks for Customer Engagement

• The State of Customer Service and Support Evolves 

• ROI of Social Customer Service- Upcoming

• The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming

• Mobile Customer Service-Upcoming


Digital Marketing, Analytics, Innovation and the Cloud

• Should the Chief Marketing Officer Oversee the Whole Customer Experience?

• Data-Driven Marketing Campaign Optimization

• VentureBeat: Should the CMO Run the Whole Customer Experience?

• Executive Brief: Can Brands Keep Their Promise?

• Oracle Moves Its Focus from the CIO to the CMO

• How to Staff the Team for Effective Content Marketing

• The State of Marketing 

• Marketing Funnels Are Dead, What’s Next?


Digital and Social Sales; Commerce, Innovation, Analytics and the Cloud

• How Sales Leaders and Sales Reps Can Create a Social Selling Organization: Convert Average Sales Teams into Top Performers Using Social Networks

• Five Approaches to Drive Customer Loyalty in a Digital World

• The Modern Sales Experience

• Continuity of Customer Experiences Drives the Future of Commerce


Customer Success Management, Analytics, Innovation and the Cloud

• The State of Customer Success Management

• Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy


If you are interested in learning about any of these reports or research, a speech or webinar on any of these or related topics, please reach out to me here!

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Innovative, Customer-Facing Applications that Create Great Customer Experiences








Part 3: Comedian, Loni Love on What Companies Can Learn From Comedians, Fans and Customers

Click here to learn more on Loni Love’s wisdom about Twitter, on the importance of fans/customers and that there is nothing more special than showing you care.

This is wisdom that everyone can use!

Loni Love spoke at the 140tc conference, with me, about how marketing, PR, customer service  and comedy/ fans are very similar. Just likes companies need “fans” or customers, she depends on fans to come and see her perform at shows and on TV. Loni uses twitter as a way to reach out to her fans and build that relationship.

Loni Love Uses Twitter As A Megaphone To Show How Much She Appreciates Her Fans

Loni Love Uses Twitter As A Megaphone To Show How Much She Appreciates Her Fans

Loni typically starts the day in Twitter by providing her fans with inspirational quotes/jokes. She then sends out information on her schedule for the day, jokes, as well as links to funny stories. She says that many people find the content fun, uplifting and entertaining and they retweet it! Often fans are inspired by her tweets and they also send out jokes. She sometimes retweets those herself or comments on them.

When did this great comedian start using Twitter? In June of 2009. She currently has over 74,837 followers; at the time of the video in May 2009, she had 8,000 followers. Loving your fans means they grow over time.

TV's doctor, Dr. Drew showing Loni Love the "Luv" For What She Does

TV's doctor, Dr. Drew showing Loni Love the "Luv" For What She Does

How does this comedian’s actions on Twitter relate to Customer Service? Customers want to know they are valued. Loni sees Twitter as the opportunity to do that. Sure Loni is in the entertainment business and you might be in the business of customer service, but there is a common denominator here. And the commonality is this: acknowledging and appreciating fans or customers garners reciprocal appreciation, but in ten-fold. Often times entertainers, like companies, can seem like they are far removed from their fans of customers. Companies have often been categorized as giant, unfeeling monoliths. In part that is because their communication with customers and the public is very stayed, calculated and predicable. It is written, checked and rechecked to the point that it has lost the human touch.

What Loni has experienced by retweeting a fan’s tweet or commenting on a tweet, is that people feel that they have made a special connection with her. She says they are often surprised that she responds and interacts so much! They are delighted and feel cared about when she does something as simple as type something in less than 140 characters.

Loni’s whole purpose in being an entertainer and comedian is to make people laugh. Her goal is to help them forget about their problems for at least a few minutes. Loni loves using Twitter because it is a tool that helps her to spread her passion about helping people to remember to laugh and enjoy life a little more. You may have seen her spreading her humor and love on E! on the Chelsea Lately show.

Loni Love on the E! show, Chelsea Lately

Loni Love on the E! show, Chelsea Lately

Loni  suggests that when you think about the parallels to what she is doing and customer service, she suggests companies remember that customers are always the number one priority. You can reach out to them via Twitter and show your appreciation for them. Loyalty often comes from feeling “a part of something.” Paying attention to fans or customers helps them to feel vested in what you are doing and in what you stand for. And by showing your passion as a company, your employees will catch the appreciation bug also!

You can follow Loni on Twitter at www.twitter.com/lonilove

Loni’s website is: www.LoniLove.com

And information about Chelsea and her show, Chelsea Lately is at: www.eonline.com/on/shows/chelsea/

Learn. Grow. Share.

Thanks for tuning in!  @DrNatalie


Part 4: Access Hollywood Uses Social Media To Spot Trends and Engage Audiences

This is part 4 in a series about how Hollywood uses social media. What’s interesting is that many of the ways that corporate America is using social media and digital communications Hollywood is also using it.

I taped this video while at GravitySummit.com listening to Jeremy Blacklow, Managing Editor of Access Hollywood and Billy Bush, Host of the show, talk about their use of Social Media.

Billy Bush says Twitter can be a great source of information, trending reactions to a movie, to performance at a concert, to a rumor about a star. But that it can also be a source of gossip that may not be factual. The question for Access Hollywood is how far do you take social media? What he loves about social media is people’s unvarnished opinions about things. And in Hollywood, a very political industry, let’s just say there is a lot of varnish! Here’s what Billy Banks shared with us:

Access Hollywood says what they find really intriguing about social media is that they can take the temperature of the audience. They can base whether to cover a story and/or how to cover a story — on the conversation in Twitter or Facebook. Before social media channels, directors were –sort of flying blind– in comparison.

Social media provides a gauge on what is important to viewers and that’s what TV is all about! For instance, at the Grammy’s when Lady GaGa did her song, the Twitterverse went crazy about the comparisons to Madonna.  Access Hollywood knew that this was a hot topic and they needed to cover this story.

What’s new isn’t that audiences are saying these things, or that they are saying them to each other in their livingrooms, at the bar, at the concert, at the game, at the watercooler… What is new is that they are saying it to each other, but with a megaphone that reaches not just the immediate audience, but more importantly to millions, globally.  Social Media is bar none, the most important communication device since the pencil. It is that revolutionary. I know a lot of people don’t by that… but mark this blog post, they some day will.

Access Hollywood finds people will say things on Twitter that have nothing at all to do with the truth about a star. So they can’t always rely on it for cutting-edge stories… Like any type of responsible reporting, they check with various sources before reporting on things. This may mean that they are not the first to report, but they find they would rather be right, than first.

Billy Banks says, “The TV used to be a one-way broadcast device.  Social media makes it a two way. “ And that feedback and interaction from the audience is what is revolutionizing Hollywood.

Learn. Share. Grow.



Part 2: Access Hollywood Uses Internet and Social Media for Celebrity News

This post is the next in a series about How Hollywood uses social media. I’ve written about how corporate America uses Twitter and social media for improving and transforming their business. Social Media and Celebrities go hand in hand.

As part of NBC’s News division, Access Hollywood, uses the same standards and practices of news reporting when using social media. Access Hollywood turned to digital communications around 5 years ago. They realized, being a syndicated show that airs at different times, in various time zones, that by the time the show airs on one coast, what was news on that coast may not be as relevant to another time zone. Turning to the Internet allowed them to become a more real-time reporting network.

About two years ago, Access Hollywood began incorporating social media in addition to using the Internet to make their storytelling more relevant. They realized that unless they became a real-time news reporting organization, they were not going to last. (Notice the Real-time theme here… maybe that’s why Beverly Macy had them speak at GravitySummit.com… her book is the Power of Real-Time Social Media Marketing…)

I taped this video while at GravitySummit.com listening to Jeremy Blacklow, from Access Hollywood talk about the use of Social Media.

They find that sometimes people will say things on Twitter that have nothing at all to do with the truth about a star. So they can’t always rely on Twitter for cutting-edge stories… So like any type of responsible reporting, they check with various sources before reporting on things. This may mean that they are not the first to report, but they find they would rather be right about what they are reporting, than first. And that gives viewers the true sense of credibility about what they are listening to.
Find out more about how Access Hollywood uses social media and digital communications by clicking on the video:

Learn. Share. Grow. @drnatalie


Part 1: How the Famous Sunset Strip Night Club, The Roxy, Used Social Media To Transform Not Only Their Business, But Their Competitors!

I’ve written a lot about how corporate America uses social media for improving the bottom-line and transforming their business. This post is about how Hollywood and famous night clubs use social media. I got to meet Nic Adler who manages The Roxy at @BeverlyMacy’s GravitySummit.com Conference. It was a sold out room, just waiting for each and every speaker to share their stories. So here’s a true Hollywood story!

The Roxy is a night club on the Sunset Strip where the best bands in the world perform. Their brand is legendary with the likes of the Doors, Red Hot Chili Peppers, Genesis, Peter Gabriel, John Lennon, Harry Nilsson, Alice Cooper, Keith Moon, Frank Zappa & The Mothers of Invention and Van Morrison have graced their stages. That’s been the good part.

The bad part is that with all the rubbing of the elbows of the “rich and famous” The Roxy, by Nic’s own admission became complacent. It would have ever occurred to them to collaborate with other clubs on the Sunset Strip. I mean come on, collaborate with the competition??? Who would do that? They didn’t see the need to cater to the bands that came to play there and didn’t reach out or interact with their fans as part of how they conducted business. The Roxy had a “velvet rope” mentally of, “You need us, we don’t need you.”

As Nic was talking at GravitySummit.com it reminded me so much of a lot of companies I’ve work with over the years. Some of which didn’t listen and went out of business…and were never heard from again… and others, like Harley Davidson… that did finally listen… did transform themselves… but at a great cost…

So back to The Roxy….When the recession hit… that’s when Nic got the reality check. That’s when he stopped doing what I call “the ostrich,” i.e., it’s when a business has a “get your head out of the sand” moment. In that moment of despair, Nic looked around the Sunset Strip to see who could help them. They realized they didn’t even know their own neighbors. It had been a time where the night clubs had competed with each other to get the best bands, out bidding one another, and not caring about the community as a whole.

And then Nic had another defining moment. That moment was when the staple business, Tower Records, went out of business. He thought, if it could happen to Tower, it could happen to me. Nic was in search of something that could save his business. At the time he didn’t think it would be social media. And Nic is no exception, as most executives don’t think of social media as a way to reduce costs and increase revenue…

Listen to how Nic Adler and Kyra Reed transformed the fate of The Roxy with social media: