by Dr. Natalie | Oct 26, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Why OODAing so Important to Social Customer Service? Social Customer Service As a Force Multiplier In keeping with the military theme, integrating Customer Service with social media can become the force multiplier for your business. First, let’s define the term “force...
by Dr. Natalie | Oct 16, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Dell Hell is an example of the The OODA Loop In Practical Terms. The ClueTrain Manifesto predicted this type of thing would happen… Dell is an example of a company that went through a difficult social media experience which resulted in a drop in share price,...
by Dr. Natalie | Oct 8, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Social Customer Service: Iterating How You Provide Service to Customers In the last post, I talking about John Boyd and how his OODA Loop was a good way to think about the benefits of social customer service. John Boyd was a great fighter pilot who came up with a...
by Dr. Natalie | Oct 2, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Customer Service and The Theory of Observe, Orient, Decide and Act Have you ever wondered why fighter pilots make such good decisions? And how you could learn from them to make better business decisions — especially in customer service. You might have caught my...
by Dr. Natalie | Sep 25, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog, Organizational Change Management, ROI of Social Media, Social Analytics, Social Media Monitoring
Social Customer Service: The Daily, Real-time Board of Directors Meeting With Your Customers For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… If a meeting...