Posts by Esteban Kolsky

• How Accuracy in Analytics Matters for Businesses

  May 10th, 2010 • Author: Esteban Kolsky • 16 Comments

  Tags: Text Analytics, VOC

  I wrote about using analytics to get more value out of communities and how to use analytics to get to know your customers better.  However, the more I think about it, the more that I see the accuracy of the analysis as one of the most relevant issues for analytics. Continuing the series on the [...]

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• The Evolution of Customer Familiarity

  March 25th, 2010 • Author: Esteban Kolsky • No Comments

  Tags: Surveys, Text Analytics, Voice of the Customer, Web 2.0

  Customer Familiarity can be defined in one of two ways: how much a customer knows about a company’s processes or how well a company knows their customers.  Although it brings certain issues of loyalty, commitment, and retention with it, how well the customer knows how to do business with the organization only matters when a [...]

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• Leveraging Communities through Analytic Engines

  February 22nd, 2010 • Author: Esteban Kolsky • No Comments

  Tags: Customer Service, E-Service, Social Media, Text Analytics

  The driving force for the Social Customer era is the participation in communities both for social and professional purposes.  From the structured social networks (e.g. Facebook and Twitter) to company-owned or company-sponsored communities used for support, sales prospecting, or research and development, through communities used internally for collaboration between workers – communities are showing up [...]

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