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.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts.

Customer Experience 207

Customer Experience Contact Center Wireless Loyalty 207

TechSee

JUNE 16, 2021

WCTel offers voice, data, video, wireless and security services in western South Carolina. Use the system to identify power users of the new technology and make them champions, rewarding them when appropriate. Visual assistance adoption case study: WCTel.

ROI 251

ROI Wireless Download Technology 251

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

Alida

JANUARY 29, 2018

The experiment used Twitter data to study customer service interactions in two industries that are rife with customer service complaints: airlines and wireless carriers. “We A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Experience Matters

APRIL 10, 2018

Congratulations to MetroPCS for earning the top customer experience score in the wireless industry. Of the nine wireless carriers included in this year’s Ratings, MetroPCS earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries.

Wireless 48

Wireless 2018 Consumers Customer Experience 48

Centriam Customer Experience Lab

MARCH 26, 2019

A customer experience transformation is underway at Cable & Wireless, a $3.6 During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.

Webinar 22

Webinar Wireless NPS Telecommunications 22

Alida

OCTOBER 20, 2017

Consumers want the same responsiveness and convenience from health care providers they expect from their wireless carriers, Internet service providers and banks. Accenture found that 61 percent of respondents surveyed would switch health care providers for the ability to get an appointment quickly when needed.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

BirdEye

DECEMBER 29, 2021

Whether your business is cash-only or already accepting credit cards – chances are you could benefit from introducing a wireless credit card terminal to improve the payment experience. The benefits of a wireless credit card payment machine The best wireless credit card processing terminal for your business.

Wireless 52

Wireless Automotive Social Media Sales 52

Beyond Philosophy

MAY 3, 2018

The T-mobile/Sprint Merger reduces the national wireless carriers in the U.S. for keeping the price of wireless provider service flat or in some cases reduced over the recent past. Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.” wireless landscape.” < [link] > De la Merced, Michael J.,

Wireless 113

Wireless 2018 2017 2002 113

TechSee

JANUARY 28, 2020

According to recent research on consumer behavior, everything from coffee machines and smart TVs to wireless routers and drones were on the chopping block last year. This is a serious problem. Consulting firm Accenture reported that 68 percent of all consumer electronics returns fell under the NFF umbrella.

Retail 136

Retail Wireless 2019 2020 136

CSM Magazine

JANUARY 19, 2018

Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. Verizon Wireless (822) ranks second and AT&T (811) ranks third. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S. Study Rankings. The segment average is 779.

Wireless 49

Wireless Social Media Customer Service 2018 49

Experience Matters

SEPTEMBER 9, 2014

Here’s the first figure in the report: Download report for $395. The bottom line: Customer experience is highly correlated with loyalty. Business impact Customer experience ROI of Customer Experience Temkin Group Research analytics text analytics'

2014 126

2014 ROI Net Promoter Score Customer Experience 126

Experience Matters

JUNE 16, 2015

The percentage of promoters who are likely to repurchase ranges from 96% for retailers, fast food chains, and supermarkets down to 77% for airlines, while the percentage of those who are likely to forgive ranges from 72% for computers & tablets, utilities, and supermarkets down to 51% for airlines. Download report for $295.

2015 102

2015 Wireless Net Promoter Score Airlines 102

Beyond Philosophy

MAY 25, 2016

Whilst the strike is mainly on the traditional telecoms service it is not just being contained there as you can imagine, with an overall brand perception at a 3 year low and this is having a negative effect on Verizon Wireless. Just reading some of the Facebook comments on Verizon Wireless Workers Rising shows the strength of feeling.

Engagement 113

Engagement Wireless Call Center Culture 113

Beyond Philosophy

AUGUST 10, 2016

A strong majority (74%) would switch providers if they could get the same level of wireless connectivity from an online provider (such as Google). Apple, Facebook or Google) provided comparable wireless connectivity. More of these consumers (66%) want self-service for their needs over calling into customer care.

Wireless 106

Wireless 2002 Consumers Consulting 106

Think Customers

JUNE 30, 2015

While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute.

Customer Relationships 86

Customer Relationships Wireless Blog Customers 86

Tricia Morris

OCTOBER 19, 2015

Brands such as Ask.com and nTelos Wireless are putting their knowledge to good use by empowering customers with the answers and information they need 24/7 via an organized, searchable self-service portal. Read more about the success nTelos Wireless has realized in customer service here.

Wireless 89

Wireless Customer Service 2015 2016 89

Customer Bliss

MAY 10, 2017

She has worked with Intel, Verizon Wireless, and many more. She’s been ranked as ICMI’s Top 50 Thought Leaders To Follow on Twitter In 2016, Clarabridge’s #1 Social Customer Service expert to follow and Customer Gauge’s top 20 customer experience experts in follow in 2017. You can connect with Blake here. BlakeMichelleM on Twitter.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

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 29, 2015

Moreover, if you aren’t on a wireless router, they are burning your data (that you had budgeted for streaming important cat videos). They track your activities and/or spring up right in the middle of the content you were hoping to see (and link to…). Have you paid a data overage lately?

Wireless 139

Wireless Advertising 2015 Reference 139

Alida

MARCH 23, 2017

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 doesn’t consider the entire customer journey and how a customer’s experience and expectations may change with every interaction.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

Customers That Stick

MAY 13, 2015

How long before someone figures out a wireless or other technology that makes cable the old tech? Cable companies are seeing their competitive advantage reduced to controlling the cable itself, and little else. But how long before that is at risk?

Customer Service 146

Customer Service Poor Customer Service 2015 Wireless 146

TechSee

MARCH 17, 2021

Video or images let technicians or remote experts actually see the devices in their environment (think wireless router, cable modem, TV set, etc.). The introduction of AR has brought a visual element to the table that is the key to successful contactless interactions with customers. Visual technology in telecom has three core elements: Video.

Technology 109

Technology Wireless Competitive Advantage Consumers 109

CX Accelerator

APRIL 11, 2018

Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Breaking old habits is hard, but isn't having a better relationship with your employees and your customers worth it? Karin was named on Inc.'s s list 100 Great Leadership Speakers for 2018 and the American Management Association List of 50 Leaders to Watch.

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. Brian was initially reporting to Bob Johnson ( who also left Sprint in 2016 ) in a department with several billion under budget. They were working with Bain on a transformation around NPS.

NPS 163

NPS Net Promoter Score 2003 2007 163

Alida

JANUARY 5, 2018

VRTY CEO Kingston Lee-Young told CMO that he expects the focus on VR and AR will be on penetration and application as the big vendors drop prices and release new wireless and standalone headsets.

2018 0

2018 Marketing Multi-Channel Advertising 0

ShepHyken

JUNE 22, 2016

Let’s say I contact my wireless phone provider. If you were paying attention, you might notice that I didn’t call my wireless provider. After listening to what the customer wants, acknowledge them, which is the Yes. Then add value based on our expertise, which is the And. Here’s a very simple example. That’s the Yes. That’s the And.

Wireless 86

Wireless 2016 Customer Relationship Management Customer Service Training 86

Beyond Philosophy

JUNE 4, 2018

Then after, when I was installing my second monitor (implementation mindset,), I learned that I would also need a wireless keyboard and a separate trackpad. Ultimately, I decided to move ahead and bought the other monitor. However, I didn’t falter; I bought them without any deliberation at all.

Wireless 144

Wireless Customers Government Reference 144

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

Bob Hayes

NOVEMBER 2, 2015

The sample of respondents were solicited from Amazon Turk to complete a customer survey about their current wireless service provider. What one word best describes your wireless service provider?") How likely are you to switch to a different wireless service provider within the next 12 months? 64) to purchasing intentions (r =.50)

Wireless 65

Wireless Loyalty Measurement Customer Relationships 65

TechSee

APRIL 10, 2019

Power’s Highest in Customer Service among Full-Service Wireless Providers twice in a row. Team members are all up to date on customer issues, seamlessly picking up the conversation if a follow-up call is required. Do customers still appreciate the human touch in an increasingly digital world? Well, T-Mobile was awarded J.D.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Experience Matters

APRIL 13, 2015

> Wireless Carriers. . > Major Appliances. > > Parcel Delivery Services. > > Rental Car Agencies. > > Retailers. > > Software Firms. > > Supermarkets. > > TV Service Providers. > > Utilities. > You can see the ratings of all companies on the Temkin Ratings website.

2015 105

2015 Wireless Airlines Hotels 105

Think Customers

MARCH 2, 2015

Additionally, last week''s announcement from Google that it''s working with AT&T, Verizon Wireless, and T-Mobile to pre-install Google Wallet on all of the providers'' Android phones, further positions mobile pay as on the verge of going mainstream. And during last week''s earnings call, Cook called 2015, "the year of Apple Pay."

Wireless 75

Wireless 2015 Customer Engagement Blog 75

TechSee

MAY 15, 2018

Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated. As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless.

Marketing 111

Marketing Wireless 2017 2016 111

SurveySensum

JULY 17, 2024

Verizon Wireless Continues To Lead Verizon Wireless leads the wireless industry in customer loyalty , maintaining the lowest customer churn rate among major U.S. This success is attributed to Verizon’s reliable network, excellent customer service, and an extensive range of wireless devices.

NPS 52

NPS Wireless Loyalty Telecommunications 52