business case

Webinar: 11/26 How Visual Self-Service Drives Great Customer Experiences

November 14, 2013 By Dr. Natalie Leave a Comment

Join me for the upcoming webinar, “How Visual Self-Service Drives Great Customer Experience.”

This is a must-not-miss for brands and businesses looking to up their Customer Experience strategy. If you’re a regular follower of my work, you already know how valuable fantastic customer service is, and if you’re not familiar with my work, this webinar is a perfect place to start!

Main topics will include:

The evolution of self-service over 125 years from a mere concept to the development of speech recognition and IVRs.
The rising need to meet the real-time, on-the-go demands of the connected consumer
The transition from Push Button IVR to Visual IVR.
Practical solutions for narrowing the gap between agent assistance and automated
self service.
Valuable tips on how you can transform self service in your organization,
quickly and profitably.
Find out how companies are creating win-win solutions for both the connected customer and the organization with a visual IVR that works on all digital properties.

Need more details? Here you go:

Event status:	Not started (Register)
Date and time:	Tuesday, November 26, 2013 10:00 am Eastern Standard Time (New York, GMT-05:00)
Panelist(s) Info:	Dr. Natalie Petouhoff – Customer Service & Social Media ROI expert
Duration:	45 minutes

Looking forward to “seeing” you on the 26th, and look forward to your comments and feedback!

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

–
Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

Executive Leadership Guidance on Strategy and Business Use of Social Media
Social Media / Business Benchmark Assessments – Tell you what you got/ what you might consider
Social Media ROI – set-up measurement capabilities and dashboards
Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
Customer Experience / Social Customer Service Excellence Benchmarking Assessments & Advisory
Software Company Visualized-ROI, Persona-based Solution Selling w/ Targeted USP & Messaging / ebooks, White Papers, Webinars…
Social Media Training, Organizational Change, Motivation and Goal Setting

My book: Like My Stuff: How To Monetize Your Facebook Fans

Follow Me Here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: DrNatalie Petouhof

Filed Under: Customer Experience, Customer Service, Dr. Natalie's Blog Tagged With: #cusexp, #custexp, business case, Customer Experience, customer service, CustServ, evolution of self-service, get rid of the old IVR, Interactive voice response, IVR, jacada, Motivation and Goal-Setting (Motivation and Goal Setting), Natalie, push button IVR, self service that works, self-service customer service, social media, Speech recognition, Strategic management, Touchscreen IVR, Visual IVR

Webinar: How to Make the Business Case for Social Media Initiatives Nov 15th

October 31, 2012 By Dr. Natalie Leave a Comment

Social media has become part of most businesses marketing mix, PR initiatives as well as customer service and product innovation process. Most companies started out with a small initiative and now they want to expand that endeavor. However many businesses thought social media was going to be “free.” They thought it would just require time on the behalf of one or two employees- maybe not even full time.

The truth about getting business results from social media is that it requires software to scale as well as to go beyond the typical posting on Facebook by many brands — “Happy Monday!” Brands doing that are wondering where the return on investment is. Have a presence on social networks is the first step in many to see a financial gain the investment in social media. The key to success is understanding what social media software and applications are necessary to reach your business goal. And the second part is to create a business case to convince those that are not already bought into the value social media provides. Looking at the technology adoption curve by Rogers and later adapted by Geoffrey Moore, the innovators and early adopters have bought in.

The Social Media Adoption Chasm – Don’t Fall Into The Gap Because You Are Unsure How to Convince The Early Majority of the Business Case For Social Media

However, the early majority are the ones that need to be convinced that there is business value in social media. They are very pragmatic and don’t like taking risks. They want to know that what they are going to do will result in solid business results. The job of the innovators and early adopters becomes the ability to create a business case that is compelling enough for them to say yes to much larger people, process and technology investments.

2.7 zetabytes of data exists in the digital universe today. Predictions estimate that 35 zetabytes of data will be generated annually by 2020. IDC estimates that by 2020, business transactions on the Internet- business-to-business and business-to-consumer will reach 450 billion per day. Facebook alone stores, accesses, and analyzes 30+ petabytes of user generated data.

How do you make sense of it all? Clearly, 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… will be determining factors for future business success. With competition and the influx of interactions growing daily, some departments still struggle with their social media strategy and how to build a business case for the support and funding of a social media analysis initiative.

Join Social Media ROI Strategist Dr. Natalie Petouhoff and Crimson Hexagon‘s Vice President of Marketing Wayne St. Amand for an exclusive webinar. Learn how to make a business case for social media analysis that will improve your chances for social media budget funding and expand your business results

In this webinar, we will discuss:

How to use a 4-step process to build a business case for a social media analysis initiative
How to distill a business case into one simple sentence
How to quantify social media benefits and the five benefit categories
Case studies on how leading companies are using deep insights in social media analysis to execute meaningful actions that prove the associated business case

Space is limited. Reserve your webinar seat today.

—
Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Filed Under: Dr. Natalie's Blog, ROI of Social Media Tagged With: @drnatalie, business case, Crimson Hexagon, Geoffrey Moore, social media, social media business case, webinar

Did U See The Videos On the ROI of Social Media?

June 14, 2011 By Dr. Natalie 90 Comments

I’ve been asked… a number of times, where can we see these videos that Kathy Herrmann and I wrote? We created them based on our thought leadership with the help and support of Salesforce.com and www.rebelunit.com (RSA) on the ROI of social media… so I thought I would post them here… so that you have access to them at any time!

Video 1: How Social Media Benefits the Whole Company