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Author: Esteban Kolsky

Customer Strategist. Analyst. Speaker.
Posted on July 17, 2008

How to Score a 90% or more Customer Satisfaction

Lots have been said about customer satisfaction see at the end of this entry for entries on this blog about customer satisfaction).  Organizations struggle to get their customer satisfaction scores under control, they “need” or want to get them to a certain number (for some reason, 76% seems to be the magical number most of …

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Posted on July 10, 2008

Hire More Customer Service Representatives for Free

Customers demand more – more features, more service, more representatives.  You look at what you can do within your budgeting constraints and probably want to start crying.  Not much more you can do, or afford to do; least of all, bring in more people.  Certainly, other corporations are doing better than you – right? Well, …

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Posted on June 16, 2008

Tired of Web 2.0? Try Service 2.0 for size

Back in the old days of the Internet, when money was free and ideas plentiful, a few friends asked me if there was something new and different that I thought was ready to be discovered, transformed into a product, created into an IPO, and worth millions of dollars. I said I was not sure about …

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Posted on June 2, 2008

The second coming of email for customer service

Back in the old days of the internet revolution (circa 1990s) email was the solution for communicating with customers. It was to replace the phone, and virtually any other channel, for support. It was going to be automated and processed within minutes. It was going to allow anyone close to a messaging device to get …

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Posted on May 28, 2008

Differentiate Your Customer Service or Perish

I am going to give you the secret to Customer Service. This is the one thing that you have to do if you want to use Customer Service as a competitive advantage. You will be shocked when you hear what it is, I promise you. It is not a specific application, or a channel you …

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Posted on May 23, 2008

The End of Customer Satisfaction

I want to tackle, again, a pet-peeve of mine. I want to put an end to Customer Satisfaction. Before you start flaming me (that sentence brings back memories from the BBS days), hear me out. I want to end Customer Satisfaction as a metric, and as a corporate practice - yet, in the process, I …

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Posted on May 21, 2008

Finally, a definition for Enteprise Feedback Management

There is a lot of confusion surrounding what EFM (Enterprise Feedback Management) is and what is not. Lately it has been used as a substitute for surveys. Whenever we used to say “surveys” we now say Enterprise Feedback Management. Problem is we are just using a fancy term to describe the same, short-sighted approach to …

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