eGaming Review February 2013 | Page 80

SPONSORED EDITORIAL E T R U V I A N C O N S U LT I N G CUSTOMER SERVICE Customer comes ?rst David Coleman of Etruvian Consulting talks about customer service quality for online poker and how his ?rm expects to expand its services In any business it can be said that the customer is always right, and online poker is no exception. That said, consumer con?dence, customer support and service quality are the necessary ingredients to create brand loyalty, and should be an active part of any operator’s business strategy. David Coleman explores some of the crucial customer service quality strategies, touching on Etruvian Consulting’s research. eGaming Review (eGR): Your team released a report in November that compared customer service quality for online poker and ranked operators based on their performance; what was the thinking behind that? David Coleman (DC): Historically, customer service is an area that the egaming industry has not excelled in, with various incidents shaking customer con?den