CallTalk Air Date: Wed, May 16, 2012
Host: Bruce Belfiore, BenchmarkPortal
Guest Speaker: Dr Natalie Petouhoff, Social Media Business Strategist and ROI Expert
- Myth 1: Social Media Doesn't Affect Customer Service
- Myth 2: There's No ROI for Social Customer Service
- Myth 3: My Customers Aren't on Twitter
Applications like Twitter, Facebook, and MySpace, as well as online customer communities, have put power into the hands of the customer, leaving many companies at a loss about how to retain brand loyalty, how to interact in these new channels, and how to gauge the effect of social media on their bottom line. 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, its culture, and its bottom line. She has even developed an ROI model for customer service social media that she will discuss during the show.
Dr. Natalie provides guidance to CEOs, IT, CRM and chief customer service officers as well as customer experience and contact center professionals. She has extensive knowledge about how to help organizations understand their customers’ changing needs and the bottom line value of acquiring and retaining loyal customers in a very competitive marketplace. Her research focuses on two areas: 1) consumer expectations and experiences and 2) helping companies to create customer experiences that create "magnetic" brand loyalty.