Dr. Natalie is the world’s leading authority in helping Customer Service Executives to expand the business value of social media to traditional contact center operations. As a Forrester Analyst, Dr. Natalie led the pack by writing the world's 1st Customer Service social media ROI model and then was the Global Social Media and Digital Communications Strategist for a large PR / Marketing Agency trusted by Fortune 100 and 500 brands where she bridged the gap between Customer Service, Marketing and PR.
Today, Dr. Natalie draws on these capabilities along with her 6 big consulting and organizational change experience, to facilitate Executive Social Business & Leadership Workshops for Custom Service Executives and/or staff to:
- Get a baseline assessment on what the company is doing in social media
- Determine how social media is enhancing traditional business practices
- Create a long and a short term strategic and tactical plan for success
- Guide the software selection process to scale the strategy and make smart decisions as well as
- Guide the software set-up and strategy to obtain increased revenue, decrease costs and an ROI.
Dr. Natalie provides executives and/or staff the results of her proprietary 7 Step FastTrack Business Success Assessment™ so that they can:
- Reduce the politics and come to consensus on the best next steps
- Turns the contact center into a profit center using social media
- Get people aligned and trained / aware of social compliance
- Justify the plan to senior leadership
- Do more of the right things
- Track the progress
- Make smarter decisions and
- Have the investment in social media deliver real, accelerated business results.
Dr. Natalie also provides training for agents – in person and online in social media compliance, productivity, attitude, motivation, team building… She teaches Social Media at the MEMES Summer Institutes at UCLA Anderson & UCLA Extension. And Dr. Natalie is on the board of several start-ups.
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