by Dr. Natalie | Nov 27, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Force Multiplier #2: Reduce The Impact Of Customer Service Call Volume Explosions By Utilizing Social Customer Service Your Customer Service organization is highly trained to interact with customers via all channels of communication and from a common knowledge base....
by Dr. Natalie | Nov 9, 2012 | Customer Experience, Customer Service, Dr. Natalie's Blog
Force Multiplier #1: Use Social Customer Service To Reduce Customer Service Costs Customer Service is in an “always on” state and is available to your customers. In social media there is a ratio people who interact. That ratio is about 1% post, 10% interact and 90%...
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...