by Dr. Natalie | Jan 13, 2022 | Dr. Natalie's Blog
George Orwell. Now there’s an interesting character. I have always admired him, but not for the reasons you might think. They say empathy is about “stepping into other people’s shoes”. To write Down and Out in Paris and London, Orwell dressed up in shabby shoes and a...
by Dr. Natalie | Jan 12, 2022 | Dr. Natalie's Blog
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.”...
by Dr. Natalie | Dec 3, 2021 | Dr. Natalie's Blog
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...
by Dr. Natalie | Dec 3, 2021 | Dr. Natalie's Blog
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...
by Dr. Natalie | Jan 28, 2021 | Dr. Natalie's Blog
In this “new” world we are living in, the ability for an organization to treat their customers and employees with empathy has never been more important. I think pretty much everyone agrees on that. But where I see differences and perhaps what needs to be explored more...
by Dr. Natalie | Jul 3, 2019 | External Articles
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...
by Dr. Natalie | Jul 3, 2019 | External Articles
It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service. Join Travis Bryant, Executive in Residence at Redpoint Ventures, as he makes the case for putting delivering value first. With a clear view of the ideal customer...
by Dr. Natalie | Jul 3, 2019 | External Articles
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:...
by Dr. Natalie | Jul 3, 2019 | External Articles
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...
by Dr. Natalie | Jun 29, 2019 | Presentation Slides
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...
