by Dr. Natalie | Feb 24, 2017 | Customer Experience, Customer Service, CX, Digital Marketing, Facebook, Internet, Social Networks, Social PR, Marketing and Advertising
There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online. Nowadays, almost every...
by Dr. Natalie | Aug 10, 2016 | Dr. Natalie's Blog
The emergence of the 1-800 number changed the customer service game fifty years ago. It enabled customers to directly reach out to the companies they support with their hard-earned money. Back then, snail mail was the only other way to communicate. Now, five decades...
by Dr. Natalie | Oct 7, 2015 | B2B Customer Success Management, Big Data, CEO, CFO, Chief Revenue Officer, CIO, CMO, CRM, Customer Experience, Customer Service, Customer Success Management, Dr. Natalie's Blog, Leadership, Marketing Optimization, Organizational Change Management
Customers, Value Chain and The Customer Experience Imperative Should the CMO oversee the whole customer experience? Today, the value chain in business has gone from products that became commodities to services that fuel anticipation of superb customer experiences that...
by Dr. Natalie | May 31, 2015 | B2B Customer Success Management, CFO, Chief Revenue Officer, Content Marketing, Customer Experience, Customer Service, Customer Success Management, Dr. Natalie's Blog, Marketing Optimization, Mobile Commerce, Organizational Change Management, Social Mobile
Continuity of Customer Experience Drives the Future of Commerce. I just finished some new research on how improving online customer experiences boosts customer loyalty and revenue in matrix commerce. This survey report provides online businesses with insights into...
by Dr. Natalie | May 7, 2015 | Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Dr. Natalie's Blog, Leadership, Organizational Change Management
Many brands have been coming to me for years to try and figure out what to do about customer frustration. At the end of the day, it might be that a brand has to completely rethink of the customer experience, from the customer’s point of view. Often what happens...
