Author: Esteban Kolsky

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 …

Continue reading "Tired of Web 2.0? Try Service 2.0 for size"

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 …

Continue reading "The second coming of email for customer service"

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 …

Continue reading "Differentiate Your Customer Service or Perish"

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 …

Continue reading "The End of Customer Satisfaction"

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 …

Continue reading "Finally, a definition for Enteprise Feedback Management"

Glenn Ross asked a question a couple of days ago to fellow bloggers: how to define customer-focused strategy. Several replies followed with a similar answer: it is about listening to the customer, and delivering to their needs and demands. I agree, for the most part, but I would like to add one item to this …

Continue reading "Customer focused strategies, the missing element"

To deliver constant satisfaction you have to set high expectations and over-deliver, but more importantly - make sure you have the right customers!

Customer Centricity is achieved through a strategy focused on what customers want, using integration, knowledge and continuous improvements to existing data and systems.