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 | 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,...