by Dr. Natalie | Sep 1, 2016 | Analytics of Everything, CEO, CFO, Chief Revenue Officer, Cloud Computing, Conferences, Contact Centers, Content Marketing, CRM, Crossing the Chasm, Customer Experience, customer experience maturity, Customer Service, Customer Service Agents, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Innovation, Internet of Analytics, Internet of Things, IOT, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Marketing Analytics, ROI of Organizational Change Management, Social Analytics, Social Business and Social Media Case Studies, Social CRM
It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Webinar: ROI of Social Customer Care Sept 6th @clarabridge http://bit.ly/2bvWzgJ #custserv #CX (Here’s the report:...
by Dr. Natalie | Sep 1, 2016 | Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Innovation, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI of Customer Service, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social CRM, Social Media Monitoring
The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Why? If a customer doesn’t get the help she needs, she often will not...
by Dr. Natalie | Aug 31, 2016 | CRM, Customer Experience, customer experience maturity, Customer Service, Customer Service Agents, digital transformation, Dr. Natalie's Blog, Leadership, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Technology, The Cloud
Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. (www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for communications and collaboration,...
by Dr. Natalie | Jun 9, 2016 | Analytics of Everything, B2B Customer Success Management, Big Data, CEO, Chief Revenue Officer, CIO, CMO, Conferences, Content Marketing, CRM, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Disruption, Dr. Natalie's Blog, Leadership, Online Communities, Organizational Change Management, Owned Communities, peer-to-peer communities
Is social CRM dead? Depends on what you consider social CRM to be. With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and...
by Dr. Natalie | May 11, 2016 | Big Data, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Contact Centers, Content Marketing, CRM, Crossing the Chasm, Crowd Funding, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Employee Collaboration Affects Customer Experience, Internet of Analytics, Internet of Things, IOT, Leadership, Machine Learning, Marketing Automation, Marketing Optimization, Marketing Software, Mobile Apps, Mobile Commerce, Online Communities, Organizational Change Management, Owned Communities, peer-to-peer communities, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Marketing Analytics, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social Commerce, Social CRM, Social Good, Social Innovation, Social Media & Digital Comm Education, Social Media Gaming and Gamification, Social Media Monitoring, Social Mobile, Social Networks, Social PR, Marketing and Advertising, Social Selling, Software and Vendor Posts, Start-Ups, storytelling, SuperNova Awards, Technology, The Cloud, The Customer Experience of Privacy, The Customer Experience Of Security and Consumer Data Protection
I’m judging the 2016 Constellation SuperNova Awards! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply...
by Dr. Natalie | Apr 26, 2016 | CEO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Contact Centers, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Leadership, Marketing Optimization, Online Communities, Organizational Change Management, Owned Communities, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media, Social Business and Social Media Case Studies, Social Commerce, Social CRM
Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength of...
