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If you are not on the edge, you are taking up too much room!

Dr. Natalie at Singularity University’s Global Summit Conference

If you are not on the edge, you are taking up too much room!

The Biggest Mistake in Modern Business Today

I know that sounds grandiose. But as Tony Bates and I were doing research for our book, Empathy in ActionTM, back in 2019, before empathy became a buzzword, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why...

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Dr. Natalie Petouhoff featured on The Strategy Skills Podcast

EPISODE SUMMARY: In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer...

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Kirkus Review: A Thoughtful Work for Corporate Leaders

ORIGINAL ARTICLE ON KIRKUS REVIEWS Technology executives call for a new way of doing business that reframes success in terms of providing positive experiences. In this debut business book, Bates, the chairman and CEO of software company Genesys, and Petouhoff, a...

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How to bring empathy to your customer experience strategy

Original Article Published on Martech.org by Kim Davis “You have two assets without which you cannot have a business – customers and employees,” said Natalie Petouhoff. “Yet they’re not on the balance sheet and we don’t design experiences to maximize their potential.”...

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The Experience Economy And The Chemistry Of Customer Experience

Original Article Published on Forbes.com Joseph Pine and James Gilmore introduced the idea of the Experience Economy in 1998. Fast forward to this year, in the wake of the COVID-19 pandemic, and Accenture research shows that, to drive growth, companies must reimagine...

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How To Put Empathy Into Action In Your Customer Experience

Original article by Adrian Swinscoe, Published on Forbes.com I've long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature if they want to sustainably...

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Shifting to a New Paradigm in Customer and Employee Experience

In this new world, transformed by many things, brands have to reconsider how they are approaching the customer and employee experience. Using old paradigm ways of doing business will leave many brands behind, losing customers, market share and revenue as well as losing their second most important asset, their employees or brain trust.

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Get Started with Service Metrics

Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has difficulties falling asleep at night. Even though her solar energy components company is booming across the Southwest, a lot of unanswered questions about her business keep her awake. As she tosses and...

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AI Brings the End of the Dead-End Customer Service Agent’s Job

Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who connect with, engage, interact with, and console your customers. Yet oftentimes agents aren’t given the respect they deserve. In Daniel Pink’s book Drive:...

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The AI Customer Service Revolution Is Benefiting Agents and Customers

When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing an appointment. We’ve all been there. You are in a hurry and just need to get something done. Then you think about contacting customer service...

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Social Customer Service: The Pivotal Driver of the Social Enterprise

1. white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters? 5 Examples of...

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Dr. Natalie’s 7 Steps to Great Customer Experiences

1. MULTI-GENERATIONAL CONSUMER ENGAGEMENT: STRATEGY AND ROADMAP FOR EXCELLENCE by DR. NATALIE L. PETOUHOFF @drnatalie www.DrNatalieNews.com 2. • Baby Boomers • Gen Y - Millennials • Silent Generation • Even toddlers… influence parent’s spending ARE YOU SERVING BROAD...

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How to Develop a Team of Successful Service Agents

We’ve all had horrible customer service experiences. You know what we’re talking about — it’s that feeling when you hang up the phone and shake your head, wondering why companies just can’t get it right. And if the service is [...] Click here to view original web page...

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But what is a chatbot, exactly?

What Is a Chatbot and How Is It Changing Customer Experience? Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates human conversation, either via voice or text communication. Today, such programs can be customized and used...

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The C-Suite sees customer service as a strategic asset

Service Transformation Must Come From the C-Suite When you think about it, it makes sense. Customer service is the most customer-facing ally a company has to drive loyalty. Top performers know if you lose your customer's loyalty, you lose revenue, profits, and...

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Here are the five customer service trends that stood out to me:

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report Great products are powerful building blocks for any successful business. But these days, even the best products can’t satisfy customers on their own. The Fourth...

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If you are not on the edge, you are taking up too much room!

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