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 27, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog, ROI of Social Media, Webinars
Calling all support and marketing professionals! Want to learn how you can reduce support costs, while improving customer acquisition and retention? www.GetSatisfaction.com VP of Product Marketing, Scott Hirsch, interviewed yours truly about how you can leverage...
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 | Feb 12, 2013 | Dr. Natalie's Blog
As companies try to measure the value of social media, there is also often resistance to try these new customer channels. Sean asks, “Is the conversation about social media ROI really about the ROI? Or is it about resisting making changes to your...