Dr. Natalie Petouhoff

social media social media roi customer service @drnatalie roi marketing big data www.drnatalienews.com getsatisfaction.com customer experience #custserv drnatalie social media monitoring crimson hexagon business value of social media communities social customer service roi increase customer lifetime value giving attribution to social media empowered customers customer communities smroi social analytics natalie petouhoff volkswagen nissan honda toyota mazda travel industry travel and tourism travel social networking social media marketing dr natalie digital experiences organizational change content marketing cmos cmo return on engagement return on investement content strategy when to post engagement analysis competitive analysis improve engagement best type of content to use increase customer acquisition mercedes benz audi jaguar lexus bmw usa infiniti quantify social media benefits quanitfy roi risk analysis & mitigation 4 key steps to making a business case self-service #drnatalie aht average handle time agents reduction in call volume contact center agent first contact resolution fcr it who should control social media sales who should control big data crm cfo ceo cto cio volvo digital communications petouhoff #smroi case study social media roi metrics measurement empowered crowds social innovation innovation engagement spigit conference spigit social media business case crimson-hexagon business case template executive summary business problem to be solved proposed project investment analysis costs benefits chief customer officer