Estebankolsky - estebankolsky.com - thinkJar
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It’s Back! The Best Customer Service Survey Ever — Version 2.0 13 Aug 2013 | 07:50 pm
Well, well, well… a lot has changed in one year in customer service, and we want to know exactly what and how much. Last year we run an extremely successful survey to determine where the Customer Ser...
Knowledge Management and Customer Satisfaction 12 Aug 2013 | 07:00 pm
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.....
A Social Knowledge Framework 9 Aug 2013 | 10:00 am
Following up, and wrapping up actually, on the short series I have been publishing on social media as an interim (but essential) step towards collective knowledge I’d like to cover a draft version of ...
What is Social Knowledge? 8 Aug 2013 | 10:00 am
Expanding on the issue of social knowledge I started last time, thanks to my friends at Moxie and my sponsored research model, I want to take it one step further. We explored last time what is the pa...
The Story of Social Knowledge 7 Aug 2013 | 10:00 am
I know I have been writing a lot about Knowledge Management lately, but this is a very exciting time and the paradigms are shifting as I have mentioned. The old model of creating and storing knowled....
Social Business is a Snap! (The Deck) 31 Jul 2013 | 09:20 pm
You probably read my piece earlier this year where I described where and how to do Social Business in five easy steps; it was called “Social Business is a Snap”. I put together a deck with that and m...
First Call Resolution? That’s Your Grandparents’ Metric! 8 Jul 2013 | 08:55 pm
Continuing to explore the new world of Knowledge Management thanks to my sponsored research model, right now with my friends at Coveo, I want to take a moment to focus on an often overused, always mis...
Ruminations on Oracle, Microsoft, Salesforce and Those Deals 28 Jun 2013 | 07:43 pm
I wish I could get a penny for each time I was asked in the last week or so what I thought of Oracle’s new GTM (go-to-market) strategy. I have said this many times but I finally have some time, 30 mi...
Is Your Customer Service Efficient or Effective? Wanna Find Out? 5 Jun 2013 | 07:12 pm
A premise of moving from company-centricity to customer-centricity is to become more effective at delivering customer service. As a result of the many years that we admonished customer service organi...
Salesforce Acquiring Exact Target? Good Move (With A Question) 4 Jun 2013 | 11:03 pm
Ever since Salesforce launched a fully-working and functional version of Service Cloud (about three-four years ago) following the tiring attempts to build it itself for five or six years (which they l...
