CloudCherry

MARCH 15, 2018

Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) Given what’s happening in the market, it is crucial for telecom brands to not go out all guns blazing and pump millions of cash into advertising and marketing to attract new customers. Source: Wikipedia.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

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

Storyminers

JUNE 3, 2022

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 147

Trends Customer Experience Wireless Entertainment 147

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

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. Assurance of Quality and Brand Standards. Scarcity of Skilled Technicians.

Technology 109

Technology Self Service Wireless Telecommunications 109

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

JUNE 7, 2023

The business has invested in a market-leading hybrid network, utilising fibre and 5G wireless technology to provide rock-solid, reliable broadband without compromising on speed. With hundreds of miles of fibre, hundreds of wireless masts and a UK-leading 5G standalone network, Quickline has created Britain’s most powerful hybrid network.

Wireless 52

Wireless Telecommunications Customer Service Multi-Channel 52

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. BRAND MOVE ROUNDUP ARCHIVE. Brand Move Roundup – September 16, 2020.

Brands 40

Brands Sports Retail Conference 40

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

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. Also, they become part of the brand promise, so removing them angers customers. Why doesn’t Men’s Wearhouse do it that way?

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

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

Tricia Morris

FEBRUARY 26, 2016

The post Brands Reveal Big Gains from Incremental Improvements in Customer Service appeared first on Parature. Leveraging data from cases has enabled service to provide direct input into product and service changes resulting in increased sales and increased customer satisfaction – and a Net Promoter Score (NPS) increase of 50 percent.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Blake Morgan

FEBRUARY 1, 2022

Frank Boulben, Chief Revenue Officer at Verizon Wireless , views his role as collaborating across the company to set customer experience priorities. And finally is the touchpoint experience, or how customers interact with the brand. In most companies, this includes the CEO, CMO, and Chief Experience Officer.

Wireless 52

Wireless Touchpoint Customer Focused Customer Experience 52

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.

Self Service 207

Self Service Customer Experience How To Contact Center 207

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. They’re short so customers have an easier time remembering that it’s from your brand. Simply get your point across in as few words as possible.

Survey 170

Survey Wireless Feedback Consumers 170

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

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

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.

Contact Center 60

Contact Center Wireless Connections Travel 60

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 Employee Engagement 113

Magellan Solutions

MARCH 11, 2020

As of 2019, Verizon Wireless is the largest wireless telecommunications provider in the US. 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.

Sales 52

Sales Company Wireless Telecommunications 52

Oracle

JULY 14, 2020

” Popwallet is an example of a company that helps brands that want to leverage this growth of contactless payments. They make it easy for brands to pop promotions and personalized content from ads, emails, and other channels into their touchless mobile wallet. The consumer holds a payment device (e.g.

Trends 111

Trends Customer Experience Wireless Consumers 111

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

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

Oracle

JULY 16, 2020

A brand can collect a great deal of information from a customer or prospect via his or her interactions through website navigation, emails, and calls to and from the contact center. For example, a person might be ordering a type of wireless device for their home. Public data may show signal issues in the customer’s area.

Data 83

Data Wireless Government Transportation 83

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

North Highland

OCTOBER 18, 2018

Per a recent SEC filing from BankMobile’s parent company, Customers Bank, the financial services firm has agreed to provide banking products to the wireless provider’s over 76 million customers. Corporate branded credit cards with exclusive benefits for T-Mobile customers. Serving the underbanked.

Wireless 56

Wireless Banking Financial Consulting 56

Magellan Solutions

APRIL 16, 2020

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. Formerly Wyndham Worldwide Corporation, this Florida-based company has a number of hotel brands all over the world.

Company 82

Company Telecommunications Wireless Automotive 82

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

SurveySensum

JUNE 29, 2023

Just like how Apple anticipated the demand for wireless headphones and launched AirPods, meeting emerging customer needs and preferences. And Salesforce’s fifth edition of the State of the Connected Customer report reveals that 94% of customers continue buying from the same brand that gives a positive customer service experience.

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

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

Beyond Philosophy

SEPTEMBER 13, 2018

5G refers to the fifth generation of wireless technology. Quite simply, it’s a brand promise that they can’t keep. Brands make promises to their customers. Brands promise to drive faster or clean better or taste more delicious than the competition. When a brand delivers, it is great, and sometimes even better than great.

Wireless 83

Wireless Telecommunications Brands Loyalty 83

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. The problem can generally be traced by to budgets and priorities. You can connect with Blake here. BlakeMichelleM on Twitter.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

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

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

Up Your Service

OCTOBER 16, 2018

What Globe has done here is unique, building a culture as a challenger brand in the telco industry and overtaking the dominant player in the country. Wireless revenue market share up from 40 to 56% over 6 years. Well, has all this really worked at Globe? Let’s take a look at the results.

Culture 76

Culture Wireless Case Study Employee Engagement 76

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

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. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. We made the switch for one reason: To cut costs.

Wireless 49

Wireless Customer Experience Interaction Customers 49