by Dr. Natalie | Feb 16, 2014 | Customer Experience, Customer Service, Dr. Natalie's Favorite Book Reviews
Why is it important for brands to have a Facebook e-commerce capability? Mike Fauscette, an Analyst at IDC Consulting says, “In three to five years, 10 percent to 15 percent of total consumer spending in developed countries may go through sites such as Facebook.”...
by Dr. Natalie | Feb 6, 2014 | Customer Experience, Customer Service
Community-Based Support Compliments the Contact Center Community-based, social support doesn’t have to exist in a bubble—it’s a great way to complement and complete agent-based support strategies. Let’s say, for example, that your software product is acting a little...
by Dr. Natalie | Jan 23, 2014 | Customer Experience, Customer Service
This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here. “Strategy that involves common sense is nearly impossible for large companies to do,”...
by Dr. Natalie | Jan 6, 2014 | Leadership, Social PR, Marketing and Advertising
Thought Leadership with Mitchell Levy http://MitchellLevy.com and Michael Procopio http://MProcopio.com covers all things around thought leadership, how to become one, how to use it as a form of communication, how to help others become one. I got to sit down with them...
by Dr. Natalie | Jan 2, 2014 | Dr. Natalie's Blog, Dr. Natalie's Favorite Book Reviews, Facebook
Driving Sales with F-commerce The key to f-commerce ROI is to make sure incentives resonate with ambassadors, influencers, and customers so that they drive sales on the brand’s behalf. That’s why I recommend as one of the first steps in social media strategy is to put...