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ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

TweetThe 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...
Dr. Natalie’s Research Agenda and Published Research

Dr. Natalie’s Research Agenda and Published Research

TweetIf you are wondering what I have been up to lately, I thought I would put all the research I have published  into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT,...
I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

TweetI’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...
Social Cloud Customer Service Has Dismantled the Old Marketing Funnel

Social Cloud Customer Service Has Dismantled the Old Marketing Funnel

TweetOld Marketing Funnel Days: In the days before social media, marketers would target key customers and go through an awareness, desire, interest and then action (buying) process; essentially the old marketing function. The marketer would start with a large number...
I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

TweetThe SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the...
#AdobeSummit WOWs With a Ton of Announcements

#AdobeSummit WOWs With a Ton of Announcements

TweetThe #AdobeSummit has begun and the news below, for the 6,000 digital marketers and senior leaders from the world’s top brands is being digested, while sharing best practices and networking. As a marketer, there never seems to be enough time to learn...

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