HOW TO: Sell the ROI of Social Customer Service


Is there a way to reduce call center costs while improving the quality of customer experience?

n this episode, former Forrester Analyst Natalie Petouhoff (@DrNatalie) discusses her ROI model for social customer service and the recent videos she produced for on building the business case for integrating social into customer service.

Can social customer service protect brands against perceived and systemic product failures?

In markets dominated by companies that are too big to fail, do customer opinions matter?

Dr. Nat also discusses he method of calculating the ROI of social customer service interactions, the value of direct and indirect call deflection and why companies should align with their super users to lower their call center costs while improving customer experience quality.

Join My Weekly Webinar


Weekly video chat on the latest earned, shared and owned media tools and trends.

Latest Research

2020 Startups Guide to Online Influence

If you want to get press, start with your owned and shared media strategy

2020 Guide to Finding Your Customers Online

Mockup Transp 2 (1)

Do it Yourself Guide to Public Relations


Digital Marketing Podcasts

B2B Lead Gen Podcast

The podcast about how B2Bs use tech to generate, qualify & convert leads to revenue.

Podcast edition of a live, weekly video chat about the latest developments in PR Tech. Join us at

PR Tech Wednesdays Podcast Edition by Eric Schwartzman

On the Record...Online

The podcast about how technology is changing the way organizations communicate, and the way people consume media and information.

On the Record Online Podcast by Eric Schwartzman