by Dr. Natalie | Feb 1, 2016 | Customer Service, Digital Disruption, digital transformation, Dr. Natalie's Blog, Twitter
How does Twitter make money? Good question. Many companies use it for Customer Service – as consumers have figured out it’s a great place to embrace a company into fixing a customer service issue that has not been resolved or just to get the brand’s...
by Dr. Natalie | Aug 13, 2015 | Customer Experience, Customer Service, Customer Success Management, Digital Marketing, Dr. Natalie's Blog, ROI of Social Media, Social Business and Social Media Case Studies, Social PR, Marketing and Advertising, SuperNova Awards, Twitter
Customer Service Has Changed There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. As the...
by Dr. Natalie | Jun 12, 2015 | Conferences, Customer Experience, Customer Service, Digital Marketing, Dr. Natalie's Blog, Marketing Optimization, Mobile Commerce, Online Communities, Organizational Change Management, ROI of Social Media, Social Mobile, Social Networks, Social PR, Marketing and Advertising, Twitter
Social Customer Care has become an expectation amongst consumers. Telling your community that you’re accessible on social channels delivers a strong message. Your community and supporters are online, and it is fundamentally changing how and where constituents...
by Dr. Natalie | May 6, 2015 | B2B Customer Success Management, Big Data, CEO, CFO, Chief Revenue Officer, CIO, CMO, Conferences, Content Marketing, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Marketing, Dr. Natalie's Blog, Leadership, Marketing Automation, Marketing Software, Organizational Change Management, Social PR, Marketing and Advertising, Twitter
Fresh off the first of the digital disruption tour events, I am reflecting on the wonderful conversation that Ray Wang lead with his keynote speech, really defining this new era of business. If you want to really understand what he’s talking about, you not only...
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...
