by Dr. Natalie | Oct 16, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Dell Hell is an example of the The OODA Loop In Practical Terms. The ClueTrain Manifesto predicted this type of thing would happen… Dell is an example of a company that went through a difficult social media experience which resulted in a drop in share price,...
by Dr. Natalie | Oct 8, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Social Customer Service: Iterating How You Provide Service to Customers In the last post, I talking about John Boyd and how his OODA Loop was a good way to think about the benefits of social customer service. John Boyd was a great fighter pilot who came up with a...
by Dr. Natalie | Feb 20, 2011 | Featured, Leadership, Organizational Change Management, Social Good, Women Firsts
First I want to thank everyone who has been nudging me to write. Second, I want to thank Charlene Li, for writing Open Leadership. If you haven’t read it yet, here’s the link. In Charlene’s Introduction she talks about the hiring of Wendy Harman in...