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 | Oct 2, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Customer Service and The Theory of Observe, Orient, Decide and Act Have you ever wondered why fighter pilots make such good decisions? And how you could learn from them to make better business decisions — especially in customer service. You might have caught my...