Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets.

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Wireless Telecommunications NPS Chief Customer Officer 180

Beyond Philosophy

SEPTEMBER 29, 2015

And also, what a poor UX means to your brand. But there’s another important message here, straight from the consumers’ thumbs, and it’s important for digital marketers to hear it: You are ruining your online CX with obnoxious ads. And that reflects poorly on the brand that bought the ad and the site running it.

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Wireless Advertising 2015 Reference 139

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. The consumer holds a payment device (e.g.

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Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1.

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Social Media White Paper Multi-Channel B2C 136

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Read the full report here.

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Wireless Customer Service 2015 2016 89

TechSee

OCTOBER 16, 2018

The Consumer Challenge. While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Companies have taken notice of consumer preference for self-service. The Enterprise Challenge.

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Wireless Call Center Consumers Entertainment 138

GetFeedback

MARCH 11, 2019

Your customers receive SMS from a lot of people and brands, so even if you’ve sent a customer a survey or promotion via text before you should still introduce yourself. SMS is like email, in that there are regulations that stop companies from sending consumers unwanted messages. Make an introduction. a satisfaction survey.

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Wireless Feedback Consumers Omnichannel 170

Beyond Philosophy

NOVEMBER 29, 2014

With a cry for solidarity from consumers across the U.S. A large part of what that means to us is to not open any of our GameStop, SimplyMac, Spring Mobile or Cricket Wireless U.S. Social media feeds across the USA are sporting this meme. I wonder, has Black Thursday officially replaced Black Friday?

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Social Media Wireless Retail 2012 117

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn.

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Customer Retention Telecommunications Loyalty Programs Wireless 136

ShepHyken

JANUARY 22, 2018

The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. My Comment: Here is a tale of two brands that promises a hassle-free “No Questions Asked” return policy.

2018 94

2018 Article Customer Service Wireless 94

Eptica

AUGUST 19, 2015

Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

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Customer Service 2015 Wireless Contact Center 85

Bill Quiseng

JULY 18, 2017

I remember my boss telling me that now I was a “brand,” which at the time seemed really strange to me. However after having two years of customer service practitioner experience under my belt I realized I preferred customer experience which included more branding, consumer behavior and more. Now I get it.

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Customer Experience Contact Center Books Wireless 283

TechSee

DECEMBER 19, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Brands need innovative solutions to improve their customer’s unboxing experience and ensure that products are not returned unnecessarily.

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Sales Wireless Download Innovation 84

BirdEye

DECEMBER 29, 2021

Wireless payment terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. If your terminal doesn’t recognize one or more popular credit card brands you risk losing customers. In the last year, the U.S.

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Wireless 2023 Sales Connections 98

BirdEye

DECEMBER 29, 2021

Wireless credit card terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. If your terminal doesn’t recognize one or more popular credit card brands you risk losing customers. In the last year, the U.S.

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Wireless 2023 Sales Connections 98

Eptica

OCTOBER 30, 2015

Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service. Consumer expectations are always rising , and they will judge every sector against the best. These findings provide an important lesson.

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Customer Experience Transportation Insurance 2015 75

Beyond Philosophy

APRIL 6, 2016

We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches.

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Wireless Loyalty Programs Automotive Consulting 94

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves. Make it easy to make contact.

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Customer Service Chief Customer Officer Wireless Webinar 77

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights.

B2B 59

B2B Brands Social Media Wireless 59

Joe Rawlinson

SEPTEMBER 23, 2024

Whether it’s to build brand recognition or foster deeper connections with clients, promotional products are versatile tools that help your business stay top-of-mind. Clients are far more likely to keep and use items they find practical, which in turn provides ongoing exposure for your brand.

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Tricia Morris

FEBRUARY 26, 2016

Says Nucleus Research vice president Rebecca Wettemann who led the research and reporting: “Customer service continues to be a key differentiator for companies of all sizes, and the technologies to support customer service have evolved almost as quickly as consumer demands and expectations for new service channels.

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Net Promoter Score Customer Service Brands Wireless 40

Natalie Petouhof

SEPTEMBER 19, 2016

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. 70% recommend their favorite brands to family & friends. Why does it matter? 88% text each other.

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Wireless Social Media Events Contact Center 76

C Space

APRIL 28, 2020

The Brand Move Roundup – April 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. million in sales when it reopened this weekend.

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2020 Brands Wireless Social Media 52

Magellan Solutions

APRIL 16, 2020

Procter & Gamble, or P&G, is one of the world’s biggest consumer goods corporations. Almost all P&G brands are known to outsource part of their operations, including sales. For example, P&G’s cosmetic brand Olay outsources some of their sales operations to international service providers. Wyndham Destinations.

Telecommunications 82

Telecommunications Wireless Automotive 2002 82

Customer Guru

DECEMBER 26, 2017

In terms of technology, a successful implementation of wireless technology was adopted and 105 wi-fi access points were enabled. The benefits of the IP EMR project from a patient’s perspective is that their trust in the brand improves when they see accurate, consistent, reliable, and timely information being shared.

Healthcare 83

Healthcare Technology Hospitality Management 83

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights.

B2B 52

B2B Brands Social Media Wireless 52

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. Utility Sector.

Call Center 81

Call Center Telecommunications Banking Financial 81

Michelli Experience

JULY 13, 2016

That survey is provided to a wide swath of consumers asking them about the nature of experiences they’ve had with companies across the industry. The lower the Customer Experience Index score, the more likely a customer will consider switching to another brand. The degree to which customers feel a company: Meet their Needs.

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Customer Experience Wireless Hotels Financial 56

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. This shows in their performance within the Index.

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2016 Wireless Social Media Contact Center 50

Pointillist

SEPTEMBER 10, 2020

Real-Time Interaction Management Real-time interaction management (RTIM) is usually defined by B2C marketers as a capability that helps brands deliver more contextually relevant experiences. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

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C Space

NOVEMBER 28, 2018

We invited more than 1,000 consumers from Hatch — our proprietary mobile platform that allows consumers to answer critical business questions and engage with leading brands — to take a picture of something they think won’t exist in five years’ time, explaining why they think so and what they think will replace it.

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Wireless Sports 2007 Consumers 45

Tricia Morris

JULY 29, 2016

consumers surveyed about the customer experiences of more than 300 well-known brands, 1% of the 319 brands evaluated garnered an Excellent rating – a zero percent increase from 2015. Just 17% of the brands’ customer experiences ranked in the next-best category (Good), with the majority (59%) sitting at OK.

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Customer Experience 2016 Wireless Webinar 57

Myra Golden

DECEMBER 10, 2018

Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. Consumers want a similar thing when doing business with you. We made the switch for one reason: To cut costs. ” The LTE service was laughable. Are you reliable?

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Workshop Wireless Customer Experience Interaction 49

Magellan Solutions

MARCH 11, 2020

As of 2019, Verizon Wireless is the largest wireless telecommunications provider in the US. Procter & Gamble, or P&G, is one of the world’s biggest consumer goods corporations. Almost all P&G brands are known to outsource part of their operations, including sales. Procter & Gamble.

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Sales Wireless Telecommunications 2002 52

CSM Magazine

JANUARY 31, 2018

As a result, they are planning a more efficient consumer experience by consolidating their channels and service centers to a single multi-lingual operation that provides a ‘follow the sun’ service. Today’s consumer does not want to wait, and our clients have a need to service their consumers well and efficiently.

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Contact Center 2018 Multi-Channel Wireless 60

Chadwick Martin Bailey

DECEMBER 7, 2020

Chris has over twenty years of high-tech, telecom, and media industry expertise across a range of game-changing initiatives, including market segmentation, new product development, brand positioning, marketing effectiveness and customer loyalty optimization. What brought you to work at/in Technology & Telecommunications?

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Wireless Telecommunications Magazine Innovation 52

InMoment XI

AUGUST 21, 2012

The range of opinions made me laugh, many of which clearly reflected the writer’s personal perception (both good and bad) of the brand rather. Recently I was reading Apple’s earnings announcement from a few weeks ago (which for once didn’t blow away expectations) and the mountain of analysis by various tech and Wall Street experts.

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Wireless Consumers Article Brands 150