Beyond Philosophy

SEPTEMBER 13, 2016

Informal communication programs can work, if and because both stakeholder groups feel they are getting information and advice from individuals and entities they know and trust. Be both strategic and tactical. Seek to leverage and influence, not control.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

TechSee

APRIL 10, 2019

It has also implemented customer-focused programs where staff support subscribers throughout their order journey, reducing complexity and improving overall communication. Power’s Highest in Customer Service among Full-Service Wireless Providers twice in a row. Verizon – AI-based digital tools. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Customer Bliss

MAY 10, 2017

Companies that fail to respond to these changing modes of communication are vulnerable to large-scale customer flight. She has worked with Intel, Verizon Wireless, and many more. Meaning, if you have a CEO who cares deeply about customer experience and takes it on, your company is going to reap the benefits. BlakeMichelleM on Twitter.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

BirdEye

APRIL 27, 2023

This makes business texting from a computer a remarkably effective way to communicate directly with your customers and close sales. Texting from the wireless provider’s website 6. Which means you can manage all communication from within your email inbox. Table of contents 1. Texting with email 2. Texting with iMessage 3.

Wireless 98

Wireless Multi-Channel Social Media Communication 98

Alida

MARCH 23, 2017

Instead, NPS is often driven by the last experience a consumer had with a communications provider. For example, if a wireless carrier customer has a history of frustrating interactions, but the last experience happened to be relatively good, they may answer an NPS survey differently.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

CX Accelerator

APRIL 11, 2018

Karin's developed this FREE communication tool (you can download here) to help you have weekly discussions with your employees to be sure everyone is focused on what matters most. Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Wireless Leadership Books 182

Customer Bliss

APRIL 11, 2017

The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry. In days 30-60, Brian focused extensively on communications. Brian was initially reporting to Bob Johnson ( who also left Sprint in 2016 ) in a department with several billion under budget.

NPS 163

NPS Net Promoter Score 2003 2007 163

Tricia Morris

SEPTEMBER 25, 2015

In a highly competitive telecommunications industry, nTelos Wireless is a regional provider striving to inspire customer growth and loyalty by better connecting with its customers and the communities it serves. As a wireless communications services provider, the phone is undeniably a major channel for nTelos customer care.

Wireless 72

Wireless Customer Service 2015 Telecommunications 72

Beyond Philosophy

SEPTEMBER 27, 2017

So it shouldn’t come as a big surprise, that, faced with an outage crisis, the telecoms paid attention to work crews and getting service restored, but gave little thought to communicating with their customers. AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time.

Wireless 117

Wireless Telecommunications Financial Webinar 117

PeopleMetrics

JANUARY 12, 2015

Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. So every quarter, leaders cross-reference customer feedback data with churn levels.

Customer Experience 130

Customer Experience Net Promoter Score Wireless Customer Centricity 130

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S

2022 109

2022 Contact Center Exceptional Customer Service Seminar 109

Arie Goldshlager

MAY 2, 2015

Please note particularly: The research involved 65,000 customers of a South American wireless communications firm. I found this note on “When It Comes To Retaining Your Customers, Sometimes It’s Best To Leave Them Alone” very thought-provoking.

Customer Retention 82

Customer Retention Wireless Telecommunications Customers 82

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. You should have a terminal that accepts near-field communication (NFC) payment forms via a wireless data transfer.

Wireless 98

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. You should have a terminal that accepts near-field communication (NFC) payment forms via a wireless data transfer.

Wireless 98

Wireless 2023 Sales Connections 98

GetFeedback

MARCH 11, 2019

SMS are a very personal communication channel so you should treat it as such — there’s no better way to show that you care about the feedback. Shortcodes are phone numbers generally 5 to 6 digits long made specifically for commercial use and mass mobile communications. You should also follow up when the customer gives a response.

Wireless 170

Wireless Feedback Consumers Omnichannel 170

Experience Matters

MARCH 24, 2015

Also at the bottom of the list are Charter Communications , Coventry Health Care , Time Warner Cable (for both its TV service and Internet service businesses), Consolidated Edison of NY , Cox Communications , and Spirit Airlines. See how your company can reference these results. or display a badge for top 10% and industry leaders.

2015 125

2015 Airlines Insurance Wireless 125

Beyond Philosophy

JUNE 29, 2015

Successful organizations have either evolved to do this as part of their operational and shared values DNA , or they have begun to recognize the importance of image and social responsibility in their communication programs, by placing customers’ interests ahead of the enterprise’s.

Consumers 102

Consumers Wireless Banking 2013 102

Forrester's Customer Insights

MAY 28, 2019

Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. I am glad this deal will now […].

Wireless 53

Wireless Consumers Communication Marketing 53

CX Accelerator

APRIL 11, 2018

Karin's developed this FREE communication tool (you can download here) to help you have weekly discussions with your employees to be sure everyone is focused on what matters most. Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s

Customer Experience 140

Customer Experience Wireless Leadership Books 140

Oracle

JULY 14, 2020

It also enables 2-way communication between the shopper and the business to fine tune the contactless curbside experience. It’s critical that these remote workforces have the infrastructure and tools necessary to communicate and collaborate with other employees or customers via phone, email, chat, video, and messaging.

Customer Experience 111

Customer Experience Consumers Wireless Contact Center 111

TechSee

OCTOBER 10, 2019

A collaborative contact center provides a better overall customer experience, as agents can communicate with each other in real time without putting callers on hold or introducing other elements of friction. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row.

Contact Center 117

Contact Center Culture Wireless Average Handle Time 117

BirdEye

DECEMBER 7, 2021

The mobile phone is the communication device of choice, and texting has become people’s preferred mode of communication. ‍The case for using SMS in business communication is undeniable. You won’t have to use your personal number to communicate with customers. How times have changed. Create templates.

Multi-Channel 98

Multi-Channel Wireless 2003 Social Media 98

Beyond Philosophy

APRIL 6, 2016

What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance. This gives them the flexibility to mitigate threats, spot new ideas, improve products or processes, and/or offer more desirable value.

Wireless 94

Wireless Loyalty Programs Automotive Consulting 94

CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. Makepositive , a leading provider of Salesforce solutions and part of Sabio Group , is delighted to announce a strategic collaboration with rural internet provider, Quickline Communications.

Wireless 52

Wireless Telecommunications Customer Service 2008 52

Experience Matters

MARCH 26, 2015

points), auto dealers (-3.6), software (-2.8), investment firms (-2.7), major appliances (-2.5), TV service (-2.4), health plans (-1.7), and wireless carries (-1.6). Cox Communications has dropped the most (-21 points), while MSN and Edward Jones are the only other firms to drop by more than 10 points.

2015 80

2015 2014 Wireless Banking 80

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. Effective communication and extensive training, coupled with a solid management made the system more convenient. Further, around 120 laptops on trolleys were made available.

Healthcare 83

Healthcare Technology Hospitality Management 83

CSM Magazine

AUGUST 1, 2017

You may now have access to purchase history, address, birthday, communication preferences and in some cases even their voice recording. draft standard communications and notifications to acknowledge requests, including the timelines for completion. He has held various directorships with Cable & Wireless, Vodafone and O2.

Wireless 58

Wireless 2018 Loyalty Government 58

Beyond Philosophy

SEPTEMBER 13, 2018

5G refers to the fifth generation of wireless technology. Some experts say it will improve battery function and device-to-device communication as well. (If For telecom and device companies launching 5G networks and devices, they could be setting themselves up for a Customer Experience fail. What is 5G?

Wireless 83

Wireless Telecommunications 2018 2019 83

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Additionally, they offer wireless service in more than 200 destinations around the world, not to mention a variety of subsidiaries. Sprint knows these challenges well.

Wireless 49

Wireless Customer Success Telecommunications Download 49

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Sometimes it makes more sense to reach out and communicate with a customer or group of customers at a specific point in a journey.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

Michel Falcon Experience

JANUARY 31, 2017

We are honest communicators with an unwavering moral compass. I’ve advised companies as big as Verizon Wireless and as small as a five-person start-up in Los Angeles; regardless of the industry or size of your company, these strategies are proven to work. We will make mistakes.

Engagement 128

Engagement Customer Experience Culture Social Media 128

BirdEye

DECEMBER 29, 2021

In-store mobile payments use near-field communication (NFC) technology to securely communicate between devices within inches of each other. Wireless card reader. then you’ll want to look into accepting credit cards using a wireless credit card machine. More businesses will use wireless credit card terminals.

Wireless 52

Wireless 2022 Banking Consumers 52

BirdEye

DECEMBER 29, 2021

In-store mobile payments use near-field communication (NFC) technology to securely communicate between devices within inches of each other. Wireless card reader. then you’ll want to look into accepting credit cards using a wireless credit card machine. More businesses will use wireless credit card terminals.

Wireless 52

Wireless 2022 Banking Consumers 52

Oracle

JULY 16, 2020

For example, a person might be ordering a type of wireless device for their home. The World Factbook , published by the CIA, with information on the history, people and society, government, economy, energy, geography, communications, transportation, military, and transnational issues for 267 world entities.

Wireless 83

Wireless Government Transportation Contact Center 83

PeopleMetrics

DECEMBER 19, 2014

Here are some other examples of triggered data collection: One of our clients—a wireless provider—invites feedback from customers after meaningful interactions, such as visits to a retail store or calls into the contact center. That leads to learning why customers choose to promote brands, and what is interfering with positive experiences?

Net Promoter Score 83

Net Promoter Score Wireless B2B Feedback 83

Magellan Solutions

APRIL 16, 2020

Like AT&T, Verizon Communications is one of the most prominent telecommunications companies in the world. As of 2019, Verizon Wireless is the largest wireless telecommunications provider in the US. As a multinational telecommunications company, it subcontracts its customer service and technical support.

Telecommunications 82

Telecommunications Wireless Automotive 2002 82