by Dr. Natalie | May 21, 2014 | Chief Revenue Officer, CMO, Customer Experience, Customer Service, Digital Marketing, Dr. Natalie's Blog, Featured, Leadership, Organizational Change Management
Lithium Launches Inaugural Customer Expectations Survey. This study shows how online experiences are essential to American life. Americans evenly split on whether to give up good sex or good Internet if forced to choose. My POV: Are you kidding me? What happened to...
by Dr. Natalie | Oct 23, 2013 | Big Data, Customer Experience, Customer Service, Dr. Natalie's Blog, Dr. Natalie's Favorite Book Reviews, Featured, Leadership, Organizational Change Management, ROI of Social Media, Social Analytics
Publications, Books, Articles and Research Of Dr. Natalie Petouhoff. I was recently asked to create a list of all the things I’ve written… I not sure I have them all… but here’s a list of white papers, chapter in books, books I’ve...
by Dr. Natalie | Apr 26, 2013 | Big Data, Dr. Natalie's Blog, Featured, Social Analytics, Twitter
Wondering what brands are the most engaged on Twitter? We wondered too. This New York Times article explores engagement and Twitter. I also wondered what drives engagement on Twitter and I began my own study by looking at the top 100 brands who had the most Twitter...
by Dr. Natalie | Jan 15, 2013 | Dr. Natalie's Blog, Dr. Natalie's Favorite Book Reviews, Facebook, Featured, Leadership, Start-Ups, Women Firsts
With over one billion users, Facebook has become the world’s largest social networking site. Its story is incredible: from its foundation only nine years ago it has changed the way people communicate, connect and share information. Facebook has become part of our...
by Dr. Natalie | Dec 2, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog, Featured, Software and Vendor Posts, Webinars
If you are in a business serving broad consumer markets, your customers are likely to span multiple generations – Gen X, Gen Y, millennials, boomers, silent generation and so on. A one-size-fits-all approach to customer engagement won’t work across these customer...
by Dr. Natalie | Sep 23, 2011 | Dr. Natalie's Blog, Featured, Leadership, ROI of Social Media, Social CRM, Social Media & Digital Comm Education, Social PR, Marketing and Advertising
I teamed up with my friend Jennifer Tyler, @JenHowell4, at Sysomos and we did a little social media monitoring on the Netflix situation. One of the goals of this blog post is to show that data can be used to tell a story. When you tell a story, the audience listens. A...
