Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

C Space

APRIL 23, 2020

The Brand Move Roundup – April 23, 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.

Brands 52

Brands Hospitality Healthcare Government 52

CSM Magazine

AUGUST 10, 2023

CCS’s new NS3 agreement builds on the success of its predecessor, Network Services 2, continuing to offer core network services such as site-to-site and site-to-cloud (wide area network), satellite and 5G connectivity, as well as local area wireless network access, and unified communication solutions.

Groups 52

Groups Wireless Government Customer Journeys 52

Alida

JANUARY 5, 2018

” Brand management becomes holistic. Thinking about the bigger picture isn’t anything new for CMOs, but Forrester says looking at their brand holistically will be imperative in 2018. This means making sure there’s consistency between what the brand is promising consumers and the experience that’s actually delivered.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

TechSee

DECEMBER 19, 2018

With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular. 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.

Sales 84

Sales Wireless Innovation Connections 84

Storyminers

JULY 7, 2020

It’s simply natural to let expectations creep between brands. After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. Do you see a future where AI and robots can actually enhance the “human-to-human” connection? 3 Think for yourself. Great design.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Talkdesk

MAY 5, 2020

Whether you’re a brand new agent or have experience working in a contact center, there are key items to check off your list that will ensure you’re set up for work-from-home (WFH) success. Wireless headsets can suffer from interference from other wireless devices in the area. Full headset recommendations can be found here.

Contact Center 60

Contact Center Wireless Connections Travel 60

TechSee

OCTOBER 16, 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 are reevaluating the current Support of Things (SoT) customer support models in light of this inevitable shift.

Self Service 138

Self Service Chatbots Video Wireless 138

C Space

SEPTEMBER 17, 2020

The Brand Move Roundup – September 17, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. US retail sales rose 0.6% increase in July. In the U.S,

Brands 40

Brands Sports Retail Conference 40

Storyminers

JANUARY 12, 2017

Together, we worked on the wireless drive-thru experience for McDonald’s. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. Lou taught me how to ‘read’ a business by reading its clues.

Trends 171

Trends Customer Experience Wireless Entertainment 171

PeopleMetrics

JULY 17, 2018

Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. They also can include questions about customers’ experience with competing brands and identify gaps compared to these competitors. Market Research vs. VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

SurveySensum

JUNE 29, 2023

With these best practices, you will not only drive revenue but also cultivate long-lasting connections with your customers. Just like how Apple anticipated the demand for wireless headphones and launched AirPods, meeting emerging customer needs and preferences. By doing these, you can see a direct boost in customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

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. She is instructed to reboot her router, reports that she is now connected and hangs up. Examples of high-effort interactions include: Repeat contacts. Wasted customer time.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. 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. Financial Institutions. Utility Sector. Enel Energia.

Call Center 81

Call Center Company Telecommunications Banking 81

Beyond Philosophy

SEPTEMBER 13, 2018

5G refers to the fifth generation of wireless technology. It will also enhance the performance of self-driving cars and manage all the connected devices on a network better than the 4G LTE system. Quite simply, it’s a brand promise that they can’t keep. Brands make promises to their customers. What is 5G?

Wireless 83

Wireless Telecommunications Brands Loyalty 83

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. Question 1: What are your predictions for the IP legal space in 2024?

Industry 59

Industry Wireless Trends Financial 59

Storyminers

JANUARY 12, 2017

Together, we worked on the wireless drive-thru experience for McDonald’s. Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. Lou taught me how to ‘read’ a business by reading its clues.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Customer Bliss

MAY 10, 2017

Worldwide, brands spend $500 billion per year on marketing and advertising and a mere $9 billion per year on customer service.4 She has worked with Intel, Verizon Wireless, and many more. You can connect with Blake here. The problem can generally be traced by to budgets and priorities. BlakeMichelleM on Twitter.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

C Space

JULY 23, 2021

This shift is a hard one for brands to get right. Ford made two big moves with two of its best known and best-selling models: The F-150, not only the best-selling truck, but the best-selling vehicle in North America; and Mustang, arguably the muscle at the heart of the Ford brand. But take a look at Ford. Electric vehicles?

Fashion 52

Fashion Wireless Brands Connections 52

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.

Self Service 40

Self Service Wireless Customer Service Telecommunications 40

Think Customers

NOVEMBER 7, 2019

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. As 5G matures, brands will have an opportunity to greatly enhance the customer experience by making immersive experiences the norm rather than a novelty. Given that the average U.S.

Customer Journeys 40

Customer Journeys Customer Experience Wireless Hospitality 40

Gravy Analytics

JULY 23, 2019

Launched in 1994, T-Mobile is now one of the largest wireless networks in the U.S. Today, the “Live Mas” brand serves more than 2 billion customers value-priced burritos and tacos. Today, the “Live Mas” brand serves more than 2 billion customers value-priced burritos and tacos. Audience Targeting. Measuring Campaign Performance.

Advertising 40

Advertising Wireless Retail Measurement 40

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. Here today, gone tomorrow?

Wireless 45

Wireless Sports Healthcare Consumers 45

Beyond Philosophy

NOVEMBER 29, 2014

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. According to Scott Robinson, Senior Director, Loyalty Design & Solutions of Bond Brand Loyalty, the atmosphere around Black Friday as a social event has changed as well.

Social Media 117

Social Media Wireless Retail Leadership 117

Eptica

APRIL 20, 2017

No wonder that ABI Research predicts there will be 30 billion IoT devices connecting to the internet by 2020. Already Singapore is working on its Smart Nation platform, which aims to provide connectivity to a country-wide sensor network , which can be used by private and public sector organizations to create services that empower citizens.

Customer Service 50

Customer Service Wireless Connections Exercises 50

Centercode

FEBRUARY 18, 2021

The connected nature of tech has both flooded us with information, shortened our attention spans , and made us far less patient. People have more influence over one another’s buying habits, with methods for endorsing or disavowing brands and products via reviews, star ratings, and social media.

eBook 59

eBook Wireless Fashion Social Media 59

Hero Digital

FEBRUARY 4, 2020

The additional data from Fitbit would help improve mid-funnel marketing targeting, allowing advertisers to get their messages in front of people who are likely to buy their product but might not be aware of their brand. For example, healthcare professionals could remotely check their patients’ heart rates and connected food logs.

Marketing 40

Marketing Sports Wireless Healthcare 40

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on. It Was Too Complicated.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on. It Was Too Complicated.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move on. It Was Too Complicated.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

Magellan Solutions

MAY 6, 2020

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. 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. Financial Institutions. Utility Sector. Enel Energia.

Call Center 52

Call Center Company Telecommunications Banking 52

Beyond Philosophy

JUNE 29, 2015

million of its vehicles for operating problems going back almost a decade, at a cost (so far) of close to $1 billion, not to mention the many billions more in lost customer trust and brand reputation impairment, with little in the way of image recovery except notices to customers and an apology from the new CEO.

Consumers 60

Consumers Wireless Banking Leadership 60

Avaya

JULY 26, 2016

We needed to construct a brand-new network infrastructure under a tight, unmissable deadline (they wouldn’t postpone the Opening Ceremonies for us—I asked!). Thanks to the vast expanse of the Olympic venues, we ended up creating the world’s largest Bring Your Own Device (BYOD) network via Avaya Fabric Connect. 6,500 IP phones.

Multi-Channel 40

Multi-Channel Wireless Transportation Hospitality 40

Hero Digital

AUGUST 5, 2019

But if you’re a challenger brand trying to capture or defend market share in a highly competitive market, maybe the safest approach isn’t the smartest. “We With an unconventional approach, your B2B marketing can be as attention-grabbing as B2C brands often are. Another major challenge: Bottomline had very little brand recognition.

B2B 42

B2B Examples Marketing Video 42

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. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

SurveySparrow

JUNE 27, 2021

The reason for these sleepless nights could be many things, out of which, what your customers think of your product or brand, and whether they like your business enough to recommend others are the two most common ones. Passives: Satisfied customers, but not happy enough to recommend your brand to others. Respond with a 9 or 10 rating.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

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.

Brands 52

Brands Wireless Social Media Sales 52