by Dr. Natalie | Jul 11, 2014 | Chief Revenue Officer, CMO, Customer Experience, Customer Service, Digital Marketing, Dr. Natalie's Blog, Marketing Automation, Marketing Optimization, Marketing Software, Organizational Change Management, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies
One of the most important events for people who are working very hard to create amazing customer experiences, driving revenue from marketing and reducing costs is coming up. That event is the Constellation SuperNova Awards. And the call for applying for these 2014...
by Dr. Natalie | Jun 25, 2014 | Chief Revenue Officer, CMO, Customer Experience, Customer Service, Digital Marketing, Dr. Natalie's Blog, Leadership, Marketing Automation, Marketing Optimization, Marketing Software, Social Analytics, Social Business and Social Media Case Studies, Social CRM
In any given week, analysts hear many pitches. What may not be apparent is “How engaged is the analyst?” So if you are a vendor, how do you engage an analyst? First, don’t be one of those people who is more interested in getting through all your...
by Dr. Natalie | Jul 17, 2013 | Dr. Natalie's Blog, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social Media Monitoring, Social PR, Marketing and Advertising
The rate at which businesses are able to quickly analyze, accurately interpret, take action and pivot on the myriad of consumer interactions coming through channels such as Facebook, Twitter, blogs, forums, newsfeeds, mobile, et al, will be a determining factor for...
by Dr. Natalie | Jul 14, 2013 | Customer Service, Dr. Natalie's Blog, Leadership, Organizational Change Management, ROI of Social Media, Social Business and Social Media Case Studies, Social Media Monitoring, Social PR, Marketing and Advertising
This is a comparison of the actual apology and the parody that ended up on Saturday Night Live. What companies want to do is to not end up with PR nightmares because they don’t really understand social media and how important the feedback of their customers...
by Dr. Natalie | Jul 4, 2013 | Big Data, Customer Experience, Dr. Natalie's Blog, Leadership, Marketing Software, Social Business and Social Media Case Studies
Historically brands were managed via brand guidelines that specified font, colors, icons, visual imagery, logos, and design—all of which were incorporated in the brand’s vision, mission, positioning and benefits. The brand “toolkit”—before social media— was about...
by Dr. Natalie | Jun 15, 2013 | Big Data, Conferences, Customer Experience, Dr. Natalie's Blog, Leadership, Marketing Software, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies
Here’s my talk on Social Media Excellence in the Automotive Industry: The summit is an exclusive environment for senior-level OEM, dealer, and finance executives in the car industry. In preparation for my keynote talk, I conducted some research to compare the...
