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...
by Dr. Natalie | Aug 13, 2012 | Conferences, Customer Experience, Customer Service, ROI of Social Media, Social CRM
I’m looking forward to speaking at the CRM Evolution Conference and the Customer Service Experience Conference You can find me: Tuesday Aug 14th, 2012 At the Customer Service Experience Conference talking at 11:45 a.m. – 12:30 p.m. EST about How Strategic...
by Dr. Natalie | Apr 18, 2012 | Customer Service, Leadership, Organizational Change Management, Social Business and Social Media Case Studies, Social CRM, Social Media & Digital Comm Education, UCLA Social Business Course
Charles Miller– those of you who know him on Twitter know him at @ChasMiller, is one of the amazing guest lecturers that will be joining the line-up at UCLA with me. Here’s more information on the course if you want to attend! I was honored that Charles...
by Dr. Natalie | Dec 26, 2011 | Dr. Natalie's Blog, Social Commerce, Social Media & Digital Comm Education
Remember the Days of Mom and Pop Shops? You might not depending on how old you are or if you live in a large city vs. a small town. As a society, our shopping habits have evolved from picking berries to stay a live re: cave man days to… a much more sophisticated...
