Talia Hollins

Ms. Hollins is an expert in social media and digital marketing, and in customer relationshipmanagement.   She studies on how organizations can use social media to improve customer relationship management, including the impact of social media on customer engagement and loyalty.  At WCU, Ms. Hollins teaches about the impact of customer experience on customer satisfaction and loyalty, including the role of customer touchpoints and service quality in shaping customer perceptions; and the use of analytics in Customer Relationships Management, including the use of customer data to improve customer targeting, segmentation, and engagement.