Blogs about: Feedback Management
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What Are Your Customers Worth?
What Are Your Customers Worth? I’m a frequent business traveler who’s likely to rack up $30,000 in airline, car rental and hotel expenses each year. And, I take vacation with my family twice per year,… more →
KM Governance: It's a Lifestyle, not a Project
John Chmaj wrote 1 day ago: KM Governance: It’s a Lifestyle, not a Project I’ve had several requests lately to addre … more →
Using Event Software to Monitor & Analyse Your Event Success
evocos wrote 1 day ago: The key to organising successful events is knowing what to measure, measuring it and then analysing … more →
What Are Your Customers Worth?
Vikas Nehru wrote 1 week ago: What Are Your Customers Worth? I’m a frequent business traveler who’s likely to rack up $30,000 in a … more →
Thoughts on Choosing Customer Service Software
Kate Leggett wrote 3 weeks ago: Thoughts on Choosing Customer Service Software The most important thing to remember when selecting C … more →
Hype or Hyper-Measurement?
Vikas Nehru wrote 1 month ago: Hype or Hyper-Measurement? Recently, Seth Godin posted on how we are moving into an era of “hyper-me … more →
Doing more with less - tips for e-tailers
Kate Leggett wrote 3 months ago: Its going to be a recovery that only a statistician can love”. Mark Vitner, Wells Fargo Senior Econo … more →
Evidence Based Service - Huh?
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Kate Leggett wrote 3 months ago: Simon and Garfunkel sang “A man hears what he wants to hear and disregards the rest”. Isn’t that how … more →
A Methodology for Crafting Awesome Experiences - Part 7
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Esteban Kolsky wrote 4 months ago: Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Par … more →
Performance Benchmarking - Key to business success
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truenorthmetrics wrote 4 months ago: We are not good at rating our performance – despite what most people would like to believe about the … more →
For Questions on Twitter in Customer Service, Press 1
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Esteban Kolsky wrote 5 months ago: IVR systems get no respect. An IVR could be considered a great addition to a call center. It handle … more →
A Methodology for Crafting Awesome Experiences - Part 3
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Esteban Kolsky wrote 6 months ago: A Methodology for Crafting Awesome Experiences – Part 1, Introduction A Methodology for Crafti … more →
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 →
The Fallacy of Measuring Feelings, or how to Capture Lighting in a Bottle
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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 →
Customer First? or Customer Only?
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Esteban Kolsky wrote 8 months ago: Customer First? or Customer Only? Been reading a lot lately, trying to get caught up after spending … more →
On Dashboard, On Scorecard, Now Metrics and Feedback...
Esteban Kolsky wrote 8 months ago: On Dashboard, On Scorecard, On Metrics and Measurement… Wrong time of the year… I was tr … more →
The End of Customer Experience Management?
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Esteban Kolsky wrote 9 months ago: The End of Customer Experience Management? My former colleague at Gartner, and good friend, Ed Thomp … more →
Actions Speak Louder Than Words in Customer Loyalty
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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 →
Writing Global Surveys for Success, Not Failure
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Esteban Kolsky wrote 9 months ago: Writing Global Surveys for Success, Not Failure Interesting title, don’t you think? Most compa … more →
Surveys Done Right - Part 4 - EFM Best Practices
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Esteban Kolsky wrote 10 months ago: Surveys Done Right – Part 4 – EFM Best Practices Ok, final part of this series. We so fa … more →
