by Dr. Natalie | Sep 25, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
At this conference I talked about the strategy to take traditional customer service and contact center channels and integrate them with social media. This provides companies with many advantages but it also presents many, many challenges. These short clips give you...
by Dr. Natalie | Sep 8, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
Multi-channel Customer Service is not new. Customers have been accessing companies through many channels for years… email, phone, chat… but now with social media the ability to find those social interactions and bring them back into the contact center just...
by Dr. Natalie | May 23, 2011 | Customer Experience, Customer Service, Dr. Natalie's Blog, Leadership, Social CRM, Social PR, Marketing and Advertising
One of the fears of executives is that if they begin to engage in social media, customers will use it to try to take advantage of the company. While that fear is not unfounded, there are things a brand should consider in this new social media customer interaction...