by Dr. Natalie | Feb 17, 2016 | CEO, CFO, Chief Revenue Officer, CIO, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, Dr. Natalie's Blog, Innovation, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded paradigm. In fact, executives have long thought of customer service or customer care as a cost...
by Dr. Natalie | Feb 9, 2016 | CEO, Chief Revenue Officer, CRM, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions...
by Dr. Natalie | Jan 29, 2016 | CEO, Chief Revenue Officer, CIO, CMO, Customer Experience, Digital Disruption, Digital Marketing, Dr. Natalie's Blog, ecommerce, Marketing Optimization, Online Communities, Organizational Change Management, Owned Communities, peer-to-peer communities, ROI of Social Media
I remember back in 2008-2009 being asked whether social / digital / communities had any business value. To me it was instinctively obvious, but I got that it was not obvious to others. In wanting others to see what I saw, I started down the road of creating ROI models...
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 | Jun 1, 2015 | B2B Customer Success Management, Chief Revenue Officer, CIO, CMO, Conferences, Content Marketing, Customer Experience, Customer Service, Customer Success Management, Digital Marketing, Dr. Natalie's Blog, Marketing Optimization, Online Communities, Organizational Change Management
Customer Experience is ruling the world. At least parts of it. The conference began with Lithium’s CEO Rob Tarkoff talking about customer expectations. Today’s customers have extreme expectations and that brands are struggling to keep pace with new ways of...
