Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

SurveySensum

SEPTEMBER 25, 2024

T-Mobile Why They’re Great: T-Mobile’s out-of-the-box concept of “Un-carrier” changed the norms of the wireless carrier industry. They do not make their customers go through annoying experiences such as forcing annual service contracts, hiked-up prices, and hidden charges. Power’s 2024 U.S.

Customer Centricity 52

Customer Centricity Customer Service 2024 Airlines 52

Beyond Philosophy

SEPTEMBER 27, 2017

AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time. In short, it would be attuned to its customers’ emotional reactions. Unfortunately, telecoms are still inwardly focused and have a long way to go to become customer-centric.

Wireless 117

Wireless Telecommunications Financial Webinar 117

Customer Bliss

JULY 19, 2018

Amazed by Newegg’s customer-centric attitude and loyal audience of techies and gamers, Sue had an overall positive experience upon joining the company. With the support of the CEO and the HR Department, she was brought onboard to transform the customer service department, slowly integrating improvements across the entire organization.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. 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

Michel Falcon Experience

JANUARY 31, 2017

At Baro, we separate our training in two parts: customer-centric (i.e. Every employee, regardless of position, must go through customer-centric training to ensure we are creating a system-wide, customer-focused culture. how to identify different personality types etc.) and skill-based (table maintenance etc.).

Engagement 128

Engagement Customer Experience Culture Social Media 128

Customer Guru

DECEMBER 26, 2017

Customer Guru has taken this initiative of sharing the experiences of successful Customer Experience (CX) leaders across India to inspire and guide professionals in adopting and inculcating a customer-centric approach in their organizations. Brands that are looking to become customer-centric must focus on two aspects.

Healthcare 83

Healthcare Technology Hospitality Management 83

Michel Falcon Experience

JANUARY 10, 2019

Eventually, I created something I now refer to as The 3 Common Customer Personality Types. I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus. Let’s pretend James Bond was your customer.

2019 151

2019 Customer Service Workshop Wireless 151

Tricia Morris

NOVEMBER 6, 2015

Social media and other forms of engagement are great ways to hear what your customers are saying. In a new Government Business Council Report titled The Path to Customer Centric Service , just 14% of the federal managers surveyed say they currently analyze social media to understand public attitudes.

Government 81

Government Customer Service Social Media Chief Customer Officer 81

Beyond Philosophy

JUNE 29, 2015

Starbucks, for example, learned via its community that customers were not staying in the stores when the batteries on their smart phones ran out of power, leaving to go back home or to their offices to recharge. Domino’s has partnered with Lionsgate Pictures to offer a code for free streaming movies when a pizza is ordered.

Consumers 102

Consumers Wireless Banking 2013 102

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Customer expectations for personalization have evolved immensely.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

CSM Magazine

AUGUST 1, 2017

In this Digital Age, with more Artificial Intelligence and automation, the customer expects a certain level of personal targeting and customised experience. This has resulted in a more customer centric culture. He has held various directorships with Cable & Wireless, Vodafone and O2.

Wireless 58

Wireless 2018 Loyalty Government 58

Tricia Morris

FEBRUARY 26, 2016

Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference to an organization’s productivity and bottom line?

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Answer Dash

APRIL 17, 2020

Changing culture Making a commitment to customer-centric ways of doing business is likely to involve cultural change within your organization. Unlike HR or IT though, it can be improved by anyone who is willing and able to step into a customer’s shoes.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Service Untitled

JULY 25, 2011

Let’s face it; we are all subjected to the customer indignities of airlines, cable companies, print newspapers, and wireless phones. If Google+ promises to carry their customer-centric ethos to this social media site, they might be some serious competition for Zuckerberg. Do you believe?

Customer Satisfaction 42

Customer Satisfaction Wireless Airlines Social Media 42

Ecrion

JUNE 18, 2018

While lower risk drives down premiums, the business world at large is also increasing the emphasis on customer retention, locking in on their biggest missing puzzle piece – Customer Communications Management. Keeping Your Focus Customer-Centric. Or how about, “Hey, Siri, set the timer for the sprinklers to 3 p.m.”

Insurance 40

Insurance Technology Omnichannel Document 40

Ecrion

JUNE 18, 2018

While lower risk drives down premiums, the business world at large is also increasing the emphasis on customer retention, locking in on their biggest missing puzzle piece – Customer Communications Management. Keeping Your Focus Customer-Centric. Or how about, “Hey, Siri, set the timer for the sprinklers to 3 p.m.”

Insurance 40

Insurance Technology Omnichannel Document 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. Anand discovered that where he was progressing was to focus hard on customer centricity and care as a use case, as part of a messenger platform. In his real entrepreneurial vision, Anand had foresight.

Wireless 52

Wireless Leadership Books Culture 52

SurveySensum

JUNE 29, 2023

Anticipating Future Needs Analyzing your customer needs and market trends helps you stay ahead and develop innovative products and strategies. Just like how Apple anticipated the demand for wireless headphones and launched AirPods, meeting emerging customer needs and preferences.

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Michel Falcon Experience

FEBRUARY 19, 2016

Eventually people will start associated your name with customer experience after you consistently shared related articles. I set up Google Alerts to track keywords, like customer experience, customer service, customer centricity, Net Promoter Score, employee engagement and many others.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Bob Thompson. Jeremy Watkin. Lincoln Murphy.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Talkdesk

JULY 31, 2017

Number two is listening to your customer. When things don’t work it’s usually because people don’t focus on their customer, or when they try to recreate the existing system that they have without making customer-centric improvements. When they don’t design around the customer it usually does not end well.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Pointillist

SEPTEMBER 28, 2021

Why Customer Journeys are the Key to Contact Center Optimization. Without being thoroughly customer-centric and focused on customer journeys, companies are likely to expend their resources in the wrong places and inevitably fall behind the competition.” – McKinsey. Using journeys improves internal collaboration.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Talkdesk

JULY 31, 2017

Number two is listening to your customer. When things don’t work it’s usually because people don’t focus on their customer, or when they try to recreate the existing system that they have without making customer-centric improvements. When they don’t design around the customer it usually does not end well.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Bob Thompson. Jeremy Watkin. Lincoln Murphy.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Pointillist

OCTOBER 22, 2018

mPath aims to provide AI-based technology to scientifically measure customers’ experiences even when they don’t describe it themselves. Detect Emerging Customer Experience Issues. Customer experience teams using traditional analytics methods often fail to detect small and emerging customer experience problems.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Kustomer

MAY 28, 2020

But like if we look at the five most hated industries, they are travel, especially air travel, insurance, cable, Telekom and wireless services and internet services. But then, when we say the future is not widely distributed, but it’s here, the customer is comparing those horrible experiences with the wonderful ones they get.

Culture 52

Culture Books Customers Competitive Advantage 52

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” Stacy : (01:08) I joined Schindler summer of 2018.

NPS 40

NPS Measurement Net Promoter Score Customer Satisfaction 40

Centercode

FEBRUARY 18, 2021

These insights and methodologies take its customer-centric and product-centric cues from a wide splay of departments like Engineering, QA, CX/UX, and Support. Internet access wasn’t available in the average household. Cell phones weighed around a pound and a half. Spam was something you ate with eggs or over rice.

Wireless 59

Wireless Fashion Social Media Roadmap 59

Michel Falcon Experience

JULY 17, 2015

But first we need to learn what customer experience is—as well as what it isn’t—and discover why organic growth is a must. Keynote: Verizon Wireless Retail Summit. And here’s why I want to teach you: for nearly a decade, customer experience has been my niche.

Reference 60

Reference Employee Experience Wireless Customer Experience 60

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Bold360

DECEMBER 1, 2016

Given that enterprises must become customer-centric from the outside in, customer experience software must unify the customer journey and empower users – including non-technical personnel – to work effectively. Erol Toker is the Founder and CEO of Truly Wireless. Erol Toker. TrulyWireless.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Michel Falcon Experience

FEBRUARY 11, 2019

But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? Regardless of your position, whether you are customer facing or not. And I said, I didn’t even know how to write a proposal. This is how we train our team members.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

C Space

OCTOBER 1, 2018

For T-Mobile, that means injecting clarity into a wireless industry that has thrived on a degree of obscurity and ambiguity, particularly when it comes to the fine print of plans and pricing. Stop & Shop is supporting the launch of a major store refresh program with an advertising campaign reflecting the chain’s customer-centric strategy.

Brands 40

Brands 2018 Airlines Wireless 40