US Cellular Earns Top Customer Experience Ratings for Wireless Carriers

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. US Cellular delivers the best customer experience in the wireless industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey […].

Virgin Mobile Leads Wireless Carriers in Customer Experience

Experience Matters

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011.

Temkin Experience Ratings Industry Snapshot: Wireless

Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. 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.

MetroPCS, Virgin Mobile, and TracFone Lead Wireless Carriers in Customer Experience

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. MetroPCS, Virgin Mobile, and TracFone tied for the top spot out of seven wireless carriers in the 2016 Temkin Experience Ratings. 2016 Temkin Ratings Customer experience AT&T MetroPCS Sprint T-Mobile TracFone US Cellular Verizon Wireless Virgin Mobile

VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video)

ForeSee

are subscribers of Verizon Wireless, the nation’s largest wireless carrier. With those sorts of numbers, listening to its customers is a necessity for. The post VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video) appeared first on ForeSee.

Social Media Emerges as Wireless Customer Service Channel of Choice

CSM Magazine

Could social media be realizing its true calling as the ultimate customer service channel? Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. Customer Service News

TV Service Providers & ISPs Earn The Lowest Customer Experience Ratings

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. AOL earned the highest customer experience score in the TV/Internet Service Providers industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on […].

Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […].

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The Realities of Rural 5G Deployment in the US

Forrester's Customer Insights

This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint.

Want Customer Loyalty? Don't `Nickel-and-Dime' Them

Think Customers

One of the most infuriating things for customers is when they are hit with hidden or unexpected fees. On the flip side, consider the goodwill and loyalty that's generated when a company provides assistance to a customer at no charge.

Webinar recording: Telecom increases revenue and NPS® with data-driven CX programs

Centriam Customer Experience Lab

A customer experience transformation is underway at Cable & Wireless, a $3.6 Customer experience strategy CX tools and technologybillion telecommunications company.

Examining Massive Decline in Customer Experience (Ratings)

Experience Matters

Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […]. Customer experienceIn the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016.

How to provide an effortless customer experience

TechSee

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. Customer effort matters. What are high-effort customer service interactions?

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How Wi-Fi Location-Based Services Can Step Up Your Public Safety Game

Avaya

As part of normal operations, a mobile device will probe the network looking for Wireless Access Points (WAPs). Therefore, a Wi-Fi location-based solution can identify the location of every wireless device in range of the WLAN.

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article. Retail

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article

What does a Smart City look like? We’re defining it with a new partner

Avaya

We’ve already been working on Smart City projects with our customers, such as the City of Taylor, Michigan , which has laid the groundwork for a Smart City Platform. Networking communications systems networking security Smart City wireless solutions

Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. The bottom line: Customer experience is highly correlated with loyalty.

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Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. What’s the future of customer experience? .

Do Your Customers Experience Your Values?

Wired and Dangerous

When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Can you transform angry customers into loyal ones?

Vision Critical

An angry customer is still a customer—until they’re not. 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. Customer anger management 101.

Telecoms and Retention: Are customers leaving as fast as your internet speed?

CloudCherry

The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) Customer retention is, therefore, the most pragmatic solution to tackle customer churn.

Seven technologies to improve customer service in SMBs

NewVoiceMedia

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’. Customer Experience 3.0

Why the phone is still king for customer support

NewVoiceMedia

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. I dialed Verizon Wireless’s customer service line.

How to Kick Old Habits and Improve Discipline

The DiJulius Group

This guest article is brought to you by Andy Bailey, speaker at the 2019 Customer Service Revolution. When I was building NationLink Wireless, I attended the Birthing Of Giants entrepreneurship program?based

Show Me the Money: The Why of Customer Experience Excellence

Michelli Experience

Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? So should you invest money in programs designed to improve the engagement and loyalty of your customers? Forrester has developed an annual benchmarking survey which they call the Forrester Customer Experience Index. The survey looks at three key elements of customer experience excellence. The degree to which customers feel a company: Meet their Needs.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. You need to leverage your existing customer data.

2015 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. > Wireless Carriers. 2015 Temkin Ratings Customer experience

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

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. Serve Customers with Passion.

Report: Economics of Net Promoter, 2015

Experience Matters

Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Business impact Customer experience ROI of Customer Experience Temkin Group Research

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Who Really Leads Customer Experience: What Happens When Confusion Strikes

Customer Bliss

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. Clearly, businesses believe that customer experience matters.

Listening to Your Customers Could Save You Millions

Customer Interactions

The Story On December 17, 2014 a major US wireless carrier was sued by the Consumer Financial Protection Bureau (CFPB) for allowing unauthorized third-party charges to consumers

Are Customers' Own Words Better than a Rating Scale?

Bob Hayes

From this one word, you learn two things about your customers: their sentiment and the reasons behind their sentiment. In today's post, I will illustrate the use of this methodology by comparing wireless service providers. Words used to describe wireless service providers.

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry.

Taking a Next Best Action Approach to Strengthening Telecom Customer Relationships

Think Customers

One of the biggest challenges that telecom industry executives face is customer churn. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with new ways to identify potential triggers for churn and opportunities to strengthen customer relationships.