Beyond Philosophy

AUGUST 10, 2016

There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service.

Wireless 106

Wireless 2002 Consumers Consulting 106

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. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs. How telcos can reduce customer effort to increase loyalty.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Wireless text messaging is widely used in the U.S.;

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

SEPTEMBER 29, 2015

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. Moreover, if you aren’t on a wireless router, they are burning your data (that you had budgeted for streaming important cat videos).

Wireless 139

Wireless Advertising 2015 Reference 139

Alida

JANUARY 5, 2018

This means making sure there’s consistency between what the brand is promising consumers and the experience that’s actually delivered. But Forrester says marketers need a deeper understanding of how consumers are interacting with brands with mobile devices, including the role of voice activation. CX goes mobile.

2018 0

2018 Marketing Multi-Channel Tourism 0

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. Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior. Be authentic, transparent, and honest.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

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?

Social Media 117

Social Media Wireless Retail 2012 117

Joe Rawlinson

SEPTEMBER 23, 2024

Promo giveaways are a tried-and-tested strategy for boosting customer loyalty. Consumer NZ highlights that nearly 90% of New Zealanders are shifting towards more conscious shopping practices in response to rising living costs and environmental concerns.

Loyalty 78

Loyalty Apparel Wireless Events 78

TechSee

MAY 24, 2021

One survey found that 65% of consumers agree that they would rather avoid technician visits due to safety concerns unless absolutely necessary. By the end of 2022, 3G wireless technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. Customers simply do not want to admit technicians into their homes.

Contact Center 124

Contact Center Wireless 2025 2022 124

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. Briefly, here’s why.

Wireless 94

Wireless Loyalty Programs Automotive Consulting 94

Qualtrics

JANUARY 3, 2020

It examines the connection between customer experience and loyalty across 20 U.S. To understand the relationship between CX and loyalty , we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. Repurchase from a company. Trust a company.

ROI 68

ROI Customer Experience Net Promoter Score Wireless 68

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Home security consumers who have received notification from their service provider can visually connect to a contact center agent who will walk them through the different upgrade stages. With an estimated 64 million IoT devices in the U.S

2022 109

2022 Contact Center Exceptional Customer Service Seminar 109

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. Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers.

2018 94

2018 Article Customer Service Wireless 94

Service Untitled

NOVEMBER 24, 2010

On Monday, Consumer Reports published its first Naughty and Nice Holiday List. “Our goal isn’t to laud one company or put down another, but to call out specific policies that we think put consumers first or put them behind the eight ball,&# stated Tod Marks, senior editor and resident shopping expert at Consumer Reports. .

Consumers 42

Consumers Wireless Telecommunications Hospitality 42

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.

Customer Experience 75

Customer Experience Transportation Insurance 2015 75

Michelli Experience

JULY 13, 2016

So should you invest money in programs designed to improve the engagement and loyalty of your customers? 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. If so, where should you invest for the greatest return?

Customer Experience 56

Customer Experience Wireless Hotels Financial 56

CSM Magazine

AUGUST 1, 2017

Customer Services will be at the forefront when it comes to dealing with enquires from citizens, Subject Access Requests (SAR’s), engagement, loyalty and churn. When you’ve worked so hard to build customer satisfaction and loyalty, you don’t want to lose it. He has held various directorships with Cable & Wireless, Vodafone and O2.

Wireless 58

Wireless 2018 Loyalty Government 58

Bob Hayes

JANUARY 16, 2015

This approach is time-consuming, requiring the subject matter experts to manually classify each of the thousands of words in our empirically-derived lexicons. Also, the customer survey included questions that required customers to provide ratings on measures of customer loyalty (e.g.,

Wireless 64

Wireless Metrics Customers B2C 64

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. Online only retailers, streaming video businesses and wireless service providers all beat their traditional competitors when it came to CX scores.

2016 50

2016 Wireless Social Media Contact Center 50

Natalie Petouhof

SEPTEMBER 19, 2016

Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. That’s the type of content they are looking for from you – help them with their life events and they will reward you with their loyalty. Let’s look at some of the stats. There are >2 billion people in the world.

Wireless 76

Wireless Social Media Events Contact Center 76

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. Briefly, here’s why.

Wireless 60

Wireless Loyalty Programs Automotive Consulting 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?

Wireless 52

Wireless Telecommunications Magazine Innovation 52

Eptica

APRIL 20, 2017

By adding sensors to devices such as cars or home appliances and connecting them to the internet, manufacturers and service organizations can remotely monitor operations and service levels - effectively by-passing the need for consumers to request repairs.

Customer Service 50

Customer Service Wireless 2017 2018 50

CSM Magazine

APRIL 22, 2024

As listeners feel more invested in the artists they love, loyalty deepens — a win-win scenario where powerful bonds are forged through clicks and streams. For consumers, this means the music they’re presented with is increasingly reflective of their listening habits and preferences.

Customer Experience 52

Customer Experience Wireless Social Media Connections 52

SurveySensum

SEPTEMBER 25, 2024

Seamless customer service has evolved from being a nice-to-have to being a must-have for customer service companies to drive loyalty and set your brand apart. Customer Service is the New Currency of Loyalty The truth is, today, loyalty is a product of customer service experience. Here’s why: 1. Power’s 2024 U.S.

Customer Centricity 52

Customer Centricity Customer Service 2024 Airlines 52

Service Untitled

JUNE 24, 2010

In case you aren’t aware, Sennheiser is a major manufacturer of microphones, headphones, and wireless transmission systems. Before I came to Sennheiser, I was working for Philips in the consumer electronics market. In some of our key business areas we have seen this loyalty being passed on from one generation to the other.

Blog 44

Blog Seminar 2010 2006 44

Brad Cleveland Blog

OCTOBER 29, 2014

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key …

Wireless 20

Wireless Loyalty Insurance Airlines 20

Brad Cleveland Blog

OCTOBER 29, 2014

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key …

Wireless 20

Wireless Loyalty Insurance Airlines 20

SurveySparrow

JUNE 27, 2021

Well, the answer to both lies in one word: loyalty! The NPS allows you to measure customer loyalty to give them the best possible experience throughout a customer’s journey. Technically speaking, the customer net promoter score is a popular metric used for measuring customer loyalty. points with the oldest consumers.

Net Promoter Score 52

Net Promoter Score NPS Metrics Loyalty 52

SaleMove

OCTOBER 31, 2018

Given the dizzying number of buying options now available in every category—from wireless providers to razor blades—disgruntled customers can and do switch loyalties easily, quickly and at great cost to marketers: Recent studies have put the annual cost to business of customer-service related losses $75 billion or more.

Customer Service 40

Customer Service Wireless Poor Customer Service Customer Service Representative 40

SaleMove

OCTOBER 31, 2018

Given the dizzying number of buying options now available in every category—from wireless providers to razor blades—disgruntled customers can and do switch loyalties easily, quickly and at great cost to marketers: Recent studies have put the annual cost to business of customer-service related losses $75 billion or more.

Customer Service 40

Customer Service Wireless Poor Customer Service Customer Service Representative 40

SaleMove

OCTOBER 31, 2018

Given the dizzying number of buying options now available in every category—from wireless providers to razor blades—disgruntled customers can and do switch loyalties easily, quickly and at great cost to marketers: Recent studies have put the annual cost to business of customer-service related losses $75 billion or more.

Customer Service 40

Customer Service Wireless Poor Customer Service Customer Service Representative 40

Gainsight

JANUARY 18, 2021

Whether from a career or product perspective or both, he saw that the wireless-mobile industry was the future for him. That is when he decided against BMC and went straight after consumer product development. . Hard and fast loyalty should be to the problem statement rather than a one solution approach.

Wireless 52

Wireless Leadership Books Culture 52

Answer Dash

APRIL 17, 2020

As an experience-first business, you’re in line for positive results on big picture measures like your brand loyalty, plus immediate-return results in terms of sales. Strategy Based on what you’ve discovered about your current levels of customer loyalty and customer satisfaction, identify first priorities.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Qualtrics

JULY 15, 2019

The common denominator here is effort – whether you’re buying or returning a product, the experience is effortless – something customers are more than willing to give their loyalty for in exchange. In order to make delivery easy for consumers, Amazon has introduced several options for shipping. Product Experience.

Customer Experience 37

Customer Experience E Commerce Apparel Social Media 37

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more.

Customer Service 52

Customer Service Customer Experience Magazine Books 52