Articles for Natalie Petouhoff
Social Customer Care Is a CEO’s No. 1 Initiative
If customers complain about you online, take heart: That means they're still customers
Deciphering Digital Disruption
What does it mean for you? That there's a conversation going on—so don't get left out of it.
Managing CX in the Age of Digital Disruption
7 steps for navigating the digital/social landscape.
The Social Customer Economy
How to use Twitter for customer service interactions.
How Much Is Your Customers' Trust Worth?
The bottom line on the theft and privacy of CRM data.
The Scientific Reason for CRM Failure, Part 2
Part II: Reduce resistance and increase ROI with change management
The Scientific Reason for CRM Failure, Part 1
Part 1: Understanding resistance