Customer Conversations are Key to Your Business

This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here.

 

“Strategy that involves common sense is nearly impossible for large companies to do,” said consultant Dr. Natalie Petouhoff  of companies that claim to be customer-centric yet fail to truly utilize customer feedback to grow the business.

“Leadership is the key,” said Petouhoff speaking to C-level executives. “If you’re not customer-focused, you need to be fired.”

Customers are everything. “If you don’t have customers, you don’t have a business,” said Petouhoff.

One of the issues that came up during the Dreamforce conference was the need to increase customer engagement. One theory states that if you can double your overall customer engagement you could double your business.

The problem Petouhoff identified is that there are still many executives who believe that customer service should only be treated as a cost center. Instead, you should relish every single customer touch point, even the negative ones.

Don’t stick your head in the sand to negative criticism, warned Petouhoff. Talk to your customers wherever they are. Hire people who are customer-centric who want to engage with your customers.

“Integrate that back into your company and you would have an amazing company,” claimed Petouhoff.

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company


Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

  • Executive Leadership Guidance on Strategy and Business Use of Social Media
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  • Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
  • Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
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  • Social Media Training, Organizational Change, Motivation and Goal Setting

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