Natalie Petouhoff, Ph.D.
Natalie L. Petouhoff, Ph.D., is VP in Service Cloud helping customers to understand the importance of Service Customer to the whole brand, including marketing, sales, engineering and guiding customers to disrupt what they have always done and transform the tools and processesagent's use to service customers and the overall customer experience. The author of four books, she often appears on TV to provide insight from more than 20 yrs of leadership experience. She helps companies to create their customer service strategies and calculate the ROI.
Customer Success Management: ServiceSource® provides B2B companies with technology-enabled services, cloud software and best-practice processes to improve customer success, drive revenue growth and decrease...
We Are Out of The Hype Cycle: Digital and Social Applications Must Solve Business Issues: I know when I first started to learn about...
TweetThe Consumer Goods Forum has created and agreed on a new set of ‘Consumer Engagement Principles’ (the “Principles”). The industry-wide Principles will act as a...
In this research, we look at trends to take ordinary experiences and deliver superb experiences that keep brand promises by delivering superb customer experience...
In our new research on customer e-commerce engagement and driving revenue, we found four steps that are necessary for the creation of a fully...
Herman Wimmer, Co-President kicks off the event. Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric...
Customer Experience is ruling the world. At least parts of it. The conference began with Lithium’s CEO Rob Tarkoff talking about customer expectations. Today’s...
Analyst Day Review of Lithium On this first day, we heard from not only the executives at Lithium but also customers. One study Lithium engaged...
I just finished some new research on how improving online customer experiences boosts customer loyalty and revenue in matrix commerce. This survey report provides online businesses...
In-Journey, Real-time Customer Journey Mapping Lots of clients ask, “How can I improve my customer experience to gain and retain loyal customers?” Some brands are...
The Big Data bug has Just About Bit Everyone. Salesforce announced their Analytics Cloud ecosystem will include: Google, Cloudera, Hortonworks, New Relic, Informatica and...
As digital business is emerging, it’s disrupting business. What does that mean? It means that how you do business must change. And it’s not...
What Is a “fully engaged customer”? That’s a very good question! Some of the answer depends on who you ask. Marketing has one opinion,...
<a href="http://twitter.com/share?url=http%3A%2F%2Fwww.drnatalienews.com%2Fblog%2Fcustomer-experience-how-marketing-sales-and-customer-service-drive-customer-loyalty&via=drnatalie&text=Customer%20Experience%3A%20How%20Marketing%2C%20Sales%20and%20Customer%20Service%20Drive%20Customer%20Loyalty&related=&lang=en&count=horizontal&counturl=http%3A%2F Henry Ford, an innovator in personal transportation said, “A business absolutely devoted to service will have only one worry about profits. They will...
TweetSocial Customer Care Social Customer Care, simply put, has become an expectation amongst consumers. Social Customer Care is one of the most important aspects of...
Fresh off the first of the digital disruption tour events, I am reflecting on the wonderful conversation that Ray Wang lead with his keynote...
Often times when I talk to marketers they are finally realizing they are becoming publishers. Most brands started out with some sort of website,...
With all the data and all the opportunity, it’s really necessary to have someone focus on getting most out of that data. Otherwise, as...
I don’t know about you, but I do worry about cybercrime. I just got another notice in the mail from a company saying that...
If you are in sales, which in some capacity we all are, you really must begin the road down social selling. As I have...