by Dr. Natalie | Nov 9, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
Leveraging Global Trends to Engage Today’s Consumers According to Nielsen’s latest Global Trust in Advertising report (Figure 3) which surveyed more than 28,000 Internet respondents in 56 countries found that: » 92% of consumers say they trust earned media, such as...
by Dr. Natalie | Mar 8, 2013 | Dr. Natalie's Blog
There are a number of forces that drive a brand’s involvement in social media. Some brands had executives ask, “So what are we doing about Facebook and Twitter?” Often times the leadership wasn’t sure what they wanted, but they knew their competitors were doing...
by Dr. Natalie | Feb 19, 2013 | Dr. Natalie's Blog
Are You Wondering How To Calculate the ROI of Social Media? If you have downloaded my ebook you probably want to know how your social media initiative could or is providing value to your organization. And you might have heard a range of things on social networks, on...
by Dr. Natalie | Feb 15, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog, ROI of Social Media, Webinars
Customer Service Professionals need to understand how the customer experience impacts the bottomline. Agents are the frontline for most companies and this research study found that agents with better technology provide better customer experiences. According to a...
by Dr. Natalie | Jan 18, 2013 | Customer Experience, Dr. Natalie's Blog, ROI of Social Media, Webinars
Proving Social Media ROI: What is Engagement Worth? How can you conclusively demonstrate the return on your social media investment? Research performed for The Social Customer Engagement Index 2012 revealed that two of the biggest obstacles in engaging with customers...