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Top 5 Problems with Service Today

Top 5 Problems with Service Today We’ve all been the victims of bad service. We have to repeat ourselves to agents; we get different answers depending on whether we use email or we call a service rep;… more →

For Questions on Twitter in Customer Service, Press 1 — 30 comments

Esteban Kolsky wrote 4 months ago: IVR systems get no respect. An IVR could be considered a great addition to a call center. It handle … more →

Tags: CRM, Customer Service, eService, Feedback, customer experience management, experience?, Customer experience, CEM, Feedback Management

A Methodology for Crafting Awesome Experiences - Part 4 — 3 comments

Esteban Kolsky wrote 5 months ago: Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design If … more →

Tags: CRM, Feedback, Voice of the customer, customer experience management, experience?, Customer experience, CEM, Methodology

A Methodology for Crafting Awesome Experiences - Part 3 — 2 comments

Esteban Kolsky wrote 5 months ago: A Methodology for Crafting Awesome Experiences – Part 1, Introduction A Methodology for Crafti … more →

Tags: CRM, Customer Service, Feedback, Voice of the customer, customer experience management, loyalty, CEM, Feedback Management, Processes

New feature: possibility to control questions visibility — 1 comment

esurveyspro wrote 6 months ago: eSurveysPro.com, the established provider of web based survey software designed to help organization … more →

Tags: features, online survey, survey software, online survey software, online surveys, survey tutorial

Why Self-Policing Communities are Better for Your Organization

Esteban Kolsky wrote 6 months ago: Censoring your community will kill it. There are many organizations that would like to “implem … more →

Tags: CRM, Customer Service, Feedback, Voice of the customer, Community, censorship, Feedback Management, word of mouth

A Methodology for Crafting Awesome Experiences - Part 2 — 1 comment

Esteban Kolsky wrote 6 months ago: (If you have not read the previous entry, the introduction to this methodology, you can do so here) … more →

Tags: CRM, Customer Service, Feedback, Metrics, measurement, Voice of the customer, customer experience management, Customer experience, Experiences

The Fallacy of Measuring Feelings, or how to Capture Lighting in a Bottle — 7 comments

Esteban Kolsky wrote 6 months ago: Feelings cannot be measured. Lighting cannot be caught in a bottle. Cold Fusion is (for now) a dream … more →

Tags: CRM, Customer Service, Metrics, measurement, Voice of the customer, Customer Loyalty, loyalty, Customer Satisfaction, Satisfaction

These Top Five Voice of Customer Pitfalls prevent you from hearing your customer

fredzimny wrote 6 months ago: Artist: Eric Percher http://ericpercher.com/ I include many posts of Bob Thompson on my blog. His pa … more →

Tags: Front Office and Customer Service Operations, knowledge, Brand, Business, Crisis, CRM and Web 2.0, Customer service management, Front Office and Customer Service, Information Technology, Net Promoter Score

The Role of Big Brother In Community-Building — 4 comments

Esteban Kolsky wrote 6 months ago: Big Brother is everywhere. He knows everything, controls everything. Does he belong in your communi … more →

Tags: CRM, Customer Service, Feedback, Marketing, customer experience management, experience?, Customer experience, Communities, Community

The Truth Behind Loyalty — 1 comment

Esteban Kolsky wrote 6 months ago: You can’t have loyalty without trust. Sounds simple enough, you can repeat it, you can stand b … more →

Tags: CRM, Feedback, Voice of the customer, customer experience management, experience?, Customer Loyalty, loyalty, Customer Satisfaction, customer relationships

How to Avoid Failure In Your Measurement Programs

Esteban Kolsky wrote 6 months ago: Would you like to know why your measurement program will fail before you launch it? It is not about … more →

Tags: CRM, Feedback, Metrics, measurement, Voice of the customer, Customer Satisfaction

Actions Speak Louder Than Words in Customer Loyalty — 4 comments

Esteban Kolsky wrote 9 months ago: Actions Speak Louder Than Words in Customer Loyalty Let me ask you a question: would you recommend m … more →

Tags: CRM, Feedback Management, Technology of Business, Voice of the customer, Customer Acquisition, customer acquisition costs, Customer Loyalty, EFM, loyalty

Writing Global Surveys for Success, Not Failure — 3 comments

Esteban Kolsky wrote 9 months ago: Writing Global Surveys for Success, Not Failure Interesting title, don’t you think? Most compa … more →

Tags: CRM, Feedback Management, Technology of Business, Voice of the customer, Culture, Customer Service, experience?, experience management, Feedback

Surveys Done Right - Part 2 - Customer Satisfaction — 5 comments

Esteban Kolsky wrote 10 months ago: Surveys Done Right – Part 2 – Customer Satisfaction I have been dreading writing this en … more →

Tags: CRM, Feedback Management, Technology of Business, Voice of the customer, Customer Service, Customer Satisfaction, customer experience management, Surveys, Feedback

Surveys Done Right - Part 1 - Point-of-Service Surveys — 8 comments

Esteban Kolsky wrote 10 months ago: Surveys Done Right – Part 1 – Point-of-Service Surveys I am going to break some very old … more →

Tags: CRM, Feedback Management, Technology of Business, Voice of the customer, Customer Service, Surveys, Feedback

The Top Five New Year's Resolutions for Customer Service — 4 comments

Esteban Kolsky wrote 11 months ago: The Top Five New Year’s Resolutions for Customer Service This new year, 2009, is going to be a … more →

Tags: CRM, Communities, Feedback Management, Technology of Business, Voice of the customer, Customer Service, 2009

Shifting Priorities, or How to Become a Customer-Driven Organization — 5 comments

Esteban Kolsky wrote 11 months ago: Shifting Priorities, or How to Become a Customer-Driven Organization So, how tired are you of hearin … more →

Tags: CRM, Communities, Feedback Management, Technology of Business, Feedback, Voice of the customer, Social Media

Surveys with hidden fields — 2 comments

esurveyspro wrote 1 year ago: eSurveysPro.com online survey software offers now the possibility to Corporate and Enterprise accoun … more →

Tags: online survey, online-survey-tool, survey software

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