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 18, 2014 | Customer Experience, Customer Service
Reduce One-Off Requests Your support agents are knowledgeable about every aspect of your business. They have extensive knowledge about your product, your processes, and policies. So it’s an ironic twist of fate that (especially as your business scales) they spend most...
by Dr. Natalie | Jan 11, 2014 | Customer Experience, Customer Service
We love our customer support agents. Friendly, helpful, and patient by nature, these folks spend more time talking to your customers than anyone else in your company. They truly understand the pain points of your business, and they’re the ones putting in long hours to...
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...