Esteban Kolsky

The Baffling Advances of Social Customer Service

I shared with you last week the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company). If you have not read them, you can read the high level entry here.

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What’s the Future of Feedback? Stay Tuned…

Back in 2001 – while an incredible talented, young, and successful Gartner analyst – I wrote a research note introducing  the concept of Customer Feedback Systems.

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I’m Getting Engaged!

I know, I know.

I said I would never do it again.

They said it could never happen.

But, at the end of the day you knew it had to happen. Right?

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New MSI Blogger - Esteban Kolsky

It's high time we introduced another author who has been so kind as to join our MSI blog, namely Esteban Kolsky. A seasoned customer strategist and a researcher, Esteban is a promoter of translating statistics and facts into practical solutions.

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What (Some, if Not Most) CMOs Don’t See

Two things to start:

  1. I have no qualms with CMOs and their responsibilities – it is a critical job in most organizations and hard to do as any other one.
  2. I was not going to caveat the title and say ALL CMOs, but am trying to avoid being singled out as ignorant (yeah, new thing for me – I know)
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Twitter for Customer Service? These Companies Get It Right

If you follow my blog and my writings (and rantings, and presentations, and panels — if you ever talked to me about this) you know that I am not a big fan of using Twitter for Customer Service.

It is not that it is not possible to do it well, but it is that the resolution times, close rates, escalation rates, and just about any other metric you can use are so horrible by comparison that to do it is almost a waste of time and resources.

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A Customer State Vector? Great Idea – for Customer Experiences

Last week I had a very interesting briefing with my friends from the SAS Institute (disclaimer: not a client. I know, too short – but this is supposed to be a short post).

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Are You Going To Be Doing Customer Service In 2014?

I think I know the answer to that…

The better question then is not if you are going to do it, but how. And that is where i can help.

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Knowledge Management and Customer Satisfaction

We all know the statistics, right?

  • most dissatisfied customers will eventually tell 9 other people about their problem
  •  only 4% of dissatisfied customers actually complain to the company
  •  satisfied customers tell 5 to 6 other people about their positive experience
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Looking at the Future of Customer Service

The best part of my job is that I get to talk to people; lots and lots of people. I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two data points make a pattern and three make a trend – I’d like to think that it takes more than that, but you get the overall idea of how it works).

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