Natalie L. Petufhoff, Ph.D., is a senior analyst with Forrester Research. Her areas of expertise include customer service, customer relationship management and social media customer interactions.
In this podcast, Petouhoff discusses ways to improve customer interactions and customer relations, tips for learning more about your customers and the best ways to improve an organization's overall plan on customer feedback and interaction.
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Fast forward to the points that interest you most:
1:18 Lessons from Zappos, a shoe company with a high reputation for excellent customer service
3:34 Do you need expensive analytics technology? Petouhoff explains why you don't, and how you can affordably turn the contact center in a profit center.
5:28 Learn the importance of online communities, and why it's easier to interact with users via social media and communities rather than email.
7:35 A 360-degree view of the customer -- how important is it? Petouhoff explains why it's so necessary to know your customer.