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Applications like Twitter, Facebook, MySpace, and online customer communities have put the power into the hands of the consumer and customer, leaving companies at a loss for how to retain brand equity, how to interaction in these new channels and the affect of social media on their bottom-line business. Dr. Natalie’s recent research on the application of social media to customer service may be the tipping point for businesses to take Web 2.0 as a serious IT application that can literally transform a company, its customers, it culture and the bottom-line. And she’s developed an ROI model for customer service social media.
Dr. Natalie provides guidance to CxOs, IT, CRM, chief customer service officers as well as customer experience and contact center professionals. She brings extensive knowledge in helping organizations understand their customers’ changing needs and the bottom-line value of acquiring and retaining loyal customers in a very competitive marketplace. Her research, founded on being the voice of the consumer, focuses in two areas. The first is by representing consumer expectations and experiences and the second is by helping companies to create customer experiences that create magnetic brand loyalty.
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