Dr. Natalie Petouhoff

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