Natalie L. Petouhoff, Ph.D., a member of the Customers 1st LinkedIn Group, recently wrote the white paper The Economic Necessity Of Customer Service. See the full white paper here.
Summary:
In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on? Top customer service recession-busting strategies that cut costs and generate more revenue include: proactive chat, agent-customer co-browsing, online customer communities, unified communications, and multichannel knowledge management.
Read the full white paper here.
Showing posts with label natalie petouhoff. Show all posts
Showing posts with label natalie petouhoff. Show all posts
Thursday, August 20, 2009
Friday, August 7, 2009
The ROI Of Online Customer Service Communities
Natalie L. Petouhoff, Ph.D., a member of the Customers 1st LinkedIn Group, recently wrote the white paper The ROI Of Online Customer Service Communities: A Total Economic Impact™ Analysis Uncovers Big Benefits From Social Technologies. See the full white paper here.
Summary:
Consumers are rapidly adopting social media communication technologies and behaviors. Customer service professionals are beginning to look at incorporating these collaborative tools to deliver better customer experiences at a lower cost. This approach seems to have great promise; however, there is little documentation at present on the cost-effectiveness of incorporating social strategies and technologies for businesses. Forrester talked with early-adopter companies and reviewed the solutions from leading vendors to understand the variables to consider for determining the business value of online communities for customer service and support. The early evidence indicates that social technologies are a sound choice because they provide an attractive ROI in a short period of time while delivering better customer experiences.
Read the full white paper:
http://bit.ly/C20GuestPost
Summary:
Consumers are rapidly adopting social media communication technologies and behaviors. Customer service professionals are beginning to look at incorporating these collaborative tools to deliver better customer experiences at a lower cost. This approach seems to have great promise; however, there is little documentation at present on the cost-effectiveness of incorporating social strategies and technologies for businesses. Forrester talked with early-adopter companies and reviewed the solutions from leading vendors to understand the variables to consider for determining the business value of online communities for customer service and support. The early evidence indicates that social technologies are a sound choice because they provide an attractive ROI in a short period of time while delivering better customer experiences.
Read the full white paper:
http://bit.ly/C20GuestPost
Tuesday, March 3, 2009
Why Customer Communities Work
The 1to1 Blog welcomes guest blogger, Natalie Petouhoff, Ph.D. do discuss why customer communities work and how to make them work for your company. Here are a few snippets that we saw of interest to our community:
Customer service communities are being deployed differently than most technology applications. How?
1. The focus is on the customer
2. Executives are talking directly to the customers
3. The focus is more on strategy and management (people part of business) than technology
4. The customer experienced is mapped before designing and deploying the community
5. Voice of the customer is honest, transparent, and direct
Dr. Petouhoff discusses other ways in which customer service communities are being deployed, check them out on her original post here.
Customer service communities are being deployed differently than most technology applications. How?
1. The focus is on the customer
2. Executives are talking directly to the customers
3. The focus is more on strategy and management (people part of business) than technology
4. The customer experienced is mapped before designing and deploying the community
5. Voice of the customer is honest, transparent, and direct
Dr. Petouhoff discusses other ways in which customer service communities are being deployed, check them out on her original post here.
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