by Dr. Natalie | Feb 24, 2016 | Customer Experience, Customer Service, Dr. Natalie's Blog, Internet, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media, Social CRM, Social Media Monitoring, Social Mobile, Social Networks, Social PR, Marketing and Advertising, Social Selling
Old Marketing Funnel Days: In the days before social media, marketers would target key customers and go through an awareness, desire, interest and then action (buying) process; essentially the old marketing function. The marketer would start with a large number of...
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 | May 21, 2015 | B2B Customer Success Management, Chief Revenue Officer, CMO, Conferences, Customer Experience, Customer Service, Customer Success Management, Digital Marketing, Dr. Natalie's Blog, Online Communities, Organizational Change Management
Social Customer Care Social Customer Care, simply put, has become an expectation amongst consumers. Social Customer Care is one of the most important aspects of the customer experience. Telling your community that you’re accessible on social channels delivers a...
by Dr. Natalie | Apr 18, 2014 | Big Data, Dr. Natalie's Blog, Facebook, Social Good
The GreenPeace Report puts technology companies into groups of energy use: Dirty Energy, Middle Of The Road and Green Innovators. As an analyst, we talk a lot about the newest types of software, computers and gadgets of which need energy to run. And there is real...
by Dr. Natalie | Mar 2, 2014 | Dr. Natalie's Blog
Secret #3: Winning Brands Know What’s Working & What’s Not What’s the point of creating and posting content? It should be to drive business results. Content is what creates engagement and engagement is what drives business results. Here’s typical marketing...
