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 Customer Journeys Telecommunications NPS 180

GetFeedback

MARCH 11, 2019

Your customers receive SMS from a lot of people and brands, so even if you’ve sent a customer a survey or promotion via text before you should still introduce yourself. SMS is like email, in that there are regulations that stop companies from sending consumers unwanted messages. Make an introduction. a satisfaction survey.

Survey 170

Survey Wireless Feedback Consumers 170

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. The consumer holds a payment device (e.g.

Trends 111

Trends Customer Experience Wireless Consumers 111

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

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 need innovative solutions to improve their customer’s unboxing experience and ensure that products are not returned unnecessarily.

Sales 84

Sales Wireless Innovation Connections 84

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. Now imagine this scenario: When your brand-new stereo system arrives, you open the box and find a DVD with a visual step-by-step guide to setting it up. Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207

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

Beyond Philosophy

JUNE 29, 2015

This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. building trust and value for Target stakeholders.

Consumers 60

Consumers Wireless Banking Leadership 60

TechSee

OCTOBER 16, 2018

The Consumer Challenge. 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. Companies have taken notice of consumer preference for self-service. The Enterprise Challenge.

Self Service 138

Self Service Chatbots Video Wireless 138

Tricia Morris

FEBRUARY 26, 2016

Says Nucleus Research vice president Rebecca Wettemann who led the research and reporting: “Customer service continues to be a key differentiator for companies of all sizes, and the technologies to support customer service have evolved almost as quickly as consumer demands and expectations for new service channels.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

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. USB type headset usage is fine, but note that this will consume computer resources. Full headset recommendations can be found here. Online gaming.

Contact Center 60

Contact Center Wireless Connections Travel 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 Innovation Industry 52

PeopleMetrics

JULY 17, 2018

Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. This feedback is especially important in business-to-consumer (B2C) industries, such as hotels and restaurants. Market Research vs. VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

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.

Wireless 45

Wireless Sports Healthcare Consumers 45

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. With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. 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. Utility Sector.

Call Center 81

Call Center Company Telecommunications Banking 81

Magellan Solutions

MARCH 11, 2020

As of 2019, Verizon Wireless is the largest wireless telecommunications provider in the US. Procter & Gamble, or P&G, is one of the world’s biggest consumer goods corporations. Almost all P&G brands are known to outsource part of their operations, including sales. Procter & Gamble.

Sales 52

Sales Company Wireless Telecommunications 52

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. My Comment: Here is a tale of two brands that promises a hassle-free “No Questions Asked” return policy.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

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

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. adult spends nearly four hours using a smartphone each day, 5G will have a significant impact on consumer behavior and offer new levels of data-driven engagement. Real-time personalization.

Customer Journeys 40

Customer Journeys Customer Experience Wireless Hospitality 40

Myra Golden

DECEMBER 10, 2018

Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. Consumers want a similar thing when doing business with you. We made the switch for one reason: To cut costs. ” The LTE service was laughable. Are you reliable?

Wireless 49

Wireless Customer Experience Interaction Customers 49

Magellan Solutions

APRIL 16, 2020

Procter & Gamble, or P&G, is one of the world’s biggest consumer goods corporations. Almost all P&G brands are known to outsource part of their operations, including sales. For example, P&G’s cosmetic brand Olay outsources some of their sales operations to international service providers. Wyndham Destinations.

Company 82

Company Telecommunications Wireless Automotive 82

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Read the full report here.

Self Service 40

Self Service Wireless Customer Service CRM 40

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. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Qualtrics

FEBRUARY 7, 2019

To return to the printer example, say a competitor’s printer has the same weight, paper capacity, dots-per-inch, pages-per-minute etc, but yours has the additional benefit of being wireless. After all, a product is unlikely to succeed if its price is more than a typical consumer is willing to pay. Brand isn’t taken into account.

Wireless 20

Wireless Fashion Comparison Study 20

C Space

JULY 23, 2021

Since the start of COVID in March 2020, with our partners at Interbrand , C Space has been engaging in an ongoing dialogue with consumers around the world to understand how people are changing on the inside, as the world changes around them from the outside. . This shift is a hard one for brands to get right. But take a look at Ford.

Fashion 52

Fashion Wireless Brands Connections 52

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 Leadership 117

Eptica

APRIL 20, 2017

The IoT will also have a major impact on customer experience, bringing both opportunities and challenges to brands, centered around four key areas: 1. Overcoming the security challenges Consumers are rightly very protective of their personal data, and ensuring the highest levels of security is critical to mass adoption of the IoT.

Customer Service 50

Customer Service Wireless Connections Exercises 50

Centercode

FEBRUARY 18, 2021

And that “connectedness” extends to other consumers. 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. Internet access wasn’t available in the average household.

eBook 59

eBook Wireless Fashion Social Media 59

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. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

Self Service 48

Self Service Customer Service Wireless Contact Center 48

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 48

Customer Experience Transportation Insurance Hotels 48

Beyond Philosophy

SEPTEMBER 29, 2015

And also, what a poor UX means to your brand. 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. And that reflects poorly on the brand that bought the ad and the site running it.

Wireless 60

Wireless Advertising Retail Report 60

Magellan Solutions

MAY 6, 2020

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. 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. Utility Sector.

Call Center 52

Call Center Company Telecommunications Banking 52

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

Verint

NOVEMBER 13, 2017

In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook University, he said that consumers are demanding easy and productive interactions when they contact a company.

Virtual Agent 32

Virtual Agent Wireless Customer Service Banking 32

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