Storyminers

JUNE 3, 2022

Together, we worked on the wireless drive-thru experience for McDonald’s. How important is customer feedback as a component of customer experience? Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 147

Trends Customer Experience Wireless Entertainment 147

Brandwatch CX

FEBRUARY 23, 2024

Example: When Boingo Wireless accidentally sent an email meant for just a few clients to 20% of their users, indicating that their accounts would be cancelled, a wave of complaints rolled in on their social networks. When there is a crisis looming for your company, there is a good chance you will hear about it on the web first.

B2B 52

B2B Brands Social Media Wireless 52

GetFeedback

MARCH 11, 2019

Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x And according to a study conducted by the University of Michigan, people are more likely to give accurate feedback over text. greater than email. SMS survey best practices.

Survey 170

Survey Wireless Feedback Consumers 170

Centercode

SEPTEMBER 14, 2020

Consumers rely on wearables like smartwatches, wireless earbuds, and connected fitness products to enhance a wide range of daily activities, from measuring vitals for both proactive and reactive health care to improving their overall quality of life. In 2019, the number of wearable shipments jumped over 80% with a new high of 118.9

Wireless 92

Wireless Connections Feedback Industry 92

Experience Matters

MARCH 26, 2015

It uses feedback from 10,000 U.S. points), auto dealers (-3.6), software (-2.8), investment firms (-2.7), major appliances (-2.5), TV service (-2.4), health plans (-1.7), and wireless carries (-1.6). We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings.

Wireless 120

Wireless Banking Airlines Hotels 120

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. In those, customers give feedback, and Sprint responds to the feedback. He was careful not to over-survey, however — focusing more on the ability to respond to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Centercode

OCTOBER 14, 2020

In step with the rapid, unprecedented shift from the office to the home office, the demand for technology like routers, wireless printers, webcams, headsets, and portable hard drives has hit the makers of these products like a tidal wave. In a recent Betabound poll, 64% of consumers reported increasing their office tech usage.

Connections 98

Connections Wireless eBook Customers 98

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. This capability allows visual assistants to fully interact, provide feedback and correct the customer when necessary. Visual Assistants.

Self Service 138

Self Service Chatbots Video Wireless 138

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Customer feedback. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Storyminers

JANUARY 12, 2017

Together, we worked on the wireless drive-thru experience for McDonald’s. How important is customer feedback as a component of customer experience? Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 171

Trends Customer Experience Wireless Entertainment 171

TechSee

OCTOBER 10, 2019

Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. Collect team feedback: Brainstorming sessions and focus groups can surface any barriers to cooperation and help smooth the way toward a collaborative culture. Techniques for promoting collaborative contact centers.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

SurveySensum

JUNE 29, 2023

Just like how Apple anticipated the demand for wireless headphones and launched AirPods, meeting emerging customer needs and preferences. Through market research, data analysis, social listening, leveraging customer feedback , conducting interviews, competitor analysis, and staying updated on industry trends. Wrapping Up!

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Centercode

FEBRUARY 5, 2021

Say you’re testing out your true wireless earbuds and about half of your customers can’t sync them with their phones. This is huge for your engineering and QA teams — using a combination of technographic data and feedback scoring to rank the impact of incoming issues lets them put out the biggest fires first.

Wireless 98

Wireless Guidelines Survey Connections 98

Experience Matters

MARCH 24, 2015

It uses feedback from 10,000 U.S. TV service providers (32%) and Internet service providers (34%) earned average scores in the “very poor” range, while wireless carriers, health plans, and utilities earned average scores in the “poor” range. We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings.

Airlines 120

Airlines Insurance Wireless Banking 120

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: This is a fascinating article with a focus on customer service delivered through social channels.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

Centercode

FEBRUARY 18, 2021

More than half are struggling to meet participation requirements and collect useful feedback. Without training, documented processes, or adequate resources, these test managers are left to do as much as they can on their own — asking friends and coworkers to use the product; collecting feedback through email; sorting it into spreadsheets.

eBook 59

eBook Wireless Fashion Social Media 59

Customer Bliss

MAY 10, 2017

Ideally, the chief customer officer spends a lot of time with customers and takes the customer feedback and insights to every department. She has worked with Intel, Verizon Wireless, and many more. That way, the entire company is on the same page around customer experience. You can connect with Blake here. BlakeMichelleM on Twitter.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

Centercode

JANUARY 15, 2021

Before smartphones, wireless internet, and connected products became the norm in American households, interest in buying and using these products was a lot more niche. Top tech leaders know that feedback from both early adopters and mainstream customers are the key to shaping product success. Yesterday’s Tech Buyers: Enthusiasts.

Consumers 95

Consumers Wireless Technology eBook 95

Qualtrics

JANUARY 3, 2020

consumer industries: Airlines, auto dealers, banks, car rentals, computers, credit cards, fast food, groceries, health insurance, hotels, insurance, investments, Internet/TV service, parcel services, retailers, software, streaming media, TVs & appliances, utilities, and wireless.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics 79

Analytics CEM Telecommunications Hotels 79

C Space

NOVEMBER 28, 2018

Everything is going to be wireless. In a digital and wireless world, with one device for everything, who needs coins and cash? Online communities can be a great way to blend quantitative and qualitative feedback together, particularly if you are looking for feedback from the same group over time. In a way it has.

Wireless 45

Wireless Sports Healthcare Consumers 45

Storyminers

JANUARY 12, 2017

Together, we worked on the wireless drive-thru experience for McDonald’s. How important is customer feedback as a component of customer experience? Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 100

Trends Customer Experience Wireless Entertainment 100

PeopleMetrics

DECEMBER 19, 2014

You’ve gotten here through social feedback, anecdotes, and gut feel. You have the green light to start to ask customers for feedback! And you can''t make sense of the feedback if you don''t know who they are. For example, are you sending an invitation for feedback based on a recent event or interaction?

Data 83

Data How To Net Promoter Score Wireless 83

Clarabridge

JANUARY 17, 2017

Surveys asking for feedback are great – but sometimes the results only tell us a small part of the story. By dispatching anthropologists into retail stores, Underhill and his team observed behavior otherwise never examined in traditional feedback. Don’t stop asking for feedback. See your customer feedback data live , today.

Analytics 40

Analytics Wireless Customer Experience Professionals Feedback 40

PeopleMetrics

APRIL 15, 2016

And subject to wireless connectivity. That sort of customer focus is another reason why ongoing customer feedback management is so important. I bring this up because when mobile users like me are in Terminator Mode—the mode that matters for readers of this blog—every unnecessary layer of complexity can be a serious friction point.

Customer Experience 48

Customer Experience Wireless eBook Social Media 48

Clarabridge

JANUARY 31, 2017

By looking at your journey maps, analytics and feedback metrics with a fresh eye towards understanding why customers leave you and not just why they stay, you’ll see patterns and specific places in the journey that seem to have a bigger exit door than others. See your customer feedback data live , today. Where are the exits?

Customer Journeys 45

Customer Journeys Wireless Customer Experience Professionals Feedback 45

Tricia Morris

FEBRUARY 26, 2016

Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference to an organization’s productivity and bottom line?

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Clarabridge

JANUARY 24, 2017

When a question of “how would you rate your experience” is the only avenue for feedback, the customer may rate the overall experience lower based on the last transaction. If your customer only has one conduit for feedback, and it’s based on the relationship they have with an individual employee, expect to hear the expected.

Customer Journeys 40

Customer Journeys Effort Score Wireless Customer Experience Professionals 40

Eptica

AUGUST 5, 2016

Online only retailers, streaming video businesses and wireless service providers all beat their traditional competitors when it came to CX scores. To succeed in CX companies therefore need to focus on building emotional understanding and engagement with customers, using their behavior and feedback to create the experience that they require.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Clarabridge

JANUARY 31, 2017

By looking at your journey maps, analytics and feedback metrics with a fresh eye towards understanding why customers leave you and not just why they stay, you’ll see patterns and specific places in the journey that seem to have a bigger exit door than others. See your customer feedback data live , today. Where are the exits?

Customer Journeys 40

Customer Journeys Wireless Customer Experience Professionals Analytics 40

Gainsight

JANUARY 18, 2021

Whether from a career or product perspective or both, he saw that the wireless-mobile industry was the future for him. It was midway through Anand’s enterprise experience that he desired to have direct feedback from the customer. Then, Apple announced the launch of the iPhone, and within a year, the App store was born.

Wireless 52

Wireless Contact Center Software Leadership Software 52

Heart of the Customer

SEPTEMBER 25, 2014

This anonymous feedback was really eye-opening. The feedback has been tremendous, to the point where the city leadership is looking for more opportunities to plug in this capability. She also had the city’s Management Analyst available to highlight how each would match to the city’s KPMs, which was very eye-opening to the group.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

transcosmos Information Systems

JANUARY 23, 2017

Topics of interest range from working with your Mac, support information for Apple products, troubleshooting wireless networking, and hardware and software advice. The feedback you get is almost instant as countless members of the online site usually monitor the forums. Microsoft Knowledge Base at Microsoft Support. Technibble Forums.

Wireless 48

Wireless Knowledge Base Tips Software 48

Tricia Morris

NOVEMBER 6, 2015

Consumer feedback should drive customer technology strategies. Most organizations still struggle to listen to their customers on social media, where posts and feedback can quickly become epidemic.”. Change happens first by listening, and then acting,” Patterson says. Step 2: Invest in knowledge based platforms.

Government 40

Government Self Service Customer Service Social Media 40

PeopleMetrics

JANUARY 12, 2015

So every quarter, leaders cross-reference customer feedback data with churn levels. Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors.

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Tricia Morris

JUNE 19, 2015

When a customer makes contact with an agent, that customer may have already looked through ten knowledgebase articles, tried to submit a support ticket and filled in a feedback request. Give agents the information they need.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

SurveySparrow

JUNE 27, 2021

That’s why most NPS surveys are designed to gather feedback from the customers only. ” For Detractors: “Thank you for your feedback. While TV, health, wireless carriers, and Internet service providers witnessed less decline in NPS score (less than 10 points). It’s always great to hear from a fan.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52