by Dr. Natalie | Mar 2, 2014 | Dr. Natalie's Blog
Secret #3: Winning Brands Know What’s Working & What’s Not What’s the point of creating and posting content? It should be to drive business results. Content is what creates engagement and engagement is what drives business results. Here’s typical marketing...
by Dr. Natalie | Feb 23, 2014 | Social PR, Marketing and Advertising
Why did Facebook develop EdgeRank? Are you one of those brands spending hundreds of thousands or millions of dollars on creating content for social media interactions? Facebook themselves admits the average brand page only reaches 16-17% of its fans. Data from...
by Dr. Natalie | Feb 6, 2014 | Customer Experience, Customer Service
Community-Based Support Compliments the Contact Center Community-based, social support doesn’t have to exist in a bubble—it’s a great way to complement and complete agent-based support strategies. Let’s say, for example, that your software product is acting a little...
by Dr. Natalie | May 11, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
The white paper I wrote is about Customer Service being the pivotal driver of the social enterprise. One could argue that Marketing should be the driver of the social enterprise. Others might even say that since it involves software, IT should lead it. Perhaps because...
by Dr. Natalie | Aug 24, 2011 | Customer Service, Dr. Natalie's Blog, ROI of Social Media, Social CRM, Social PR, Marketing and Advertising
I thought I would post the white papers here… In case you want to see how ROI can be calculated… Lot’s of people have done studies to show that maybe people are being required to calculate the ROI — others have told me that while they are not...