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Up at the Web 2.0 Conference in San Francisco last week, we met Dr. Natalie Petouhoff, a Los Angeles based Senior Analyst at Forrester Research. She has a lot of good ideas regarding how social media is changing the world of customer service, and for good, too. After all, a customer can ruin your brand in seconds these days.
"Customer service is the new sales," she said in the interview. "If you don't get treated well, you're not going to come back and buy. And you're going to tweet, you're going to tell the whole freaking world how you feel about that company. So what a great opportunitie for companies to do something different, to do right by their customers."
Find Petouhoff on Twitter at @drnatalie.
Other Interviews at the Web 2.0:
- William Marc Salsberry, Tech Photographer
- Alexia Tsotsis of LA Weekly
- Mike Prasad of Kogi BBQ and Girl Gamer
- Sean Percival of lalawag
By Mark Dienger, Special to LAist
