Customer Bliss

APRIL 11, 2017

Fred Reichheld had already written several books on loyalty. The Intuit guys weren’t fans of market research: you overpaid for it, no one really used it, and it was easy to cross-tab your way out of bad data. The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. With the smart home device market growing and becoming more competitive, ease of installation is crucial for the customer experience and is a key differentiator between service providers. With an estimated 64 million IoT devices in the U.S

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

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. I’ve always been interested in emerging markets.

Wireless 52

Wireless Telecommunications Innovation Industry 52

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. For most marketers, it is quite a significant amount. Secondly, CX increases customer loyalty and retention. The Economics of Customer Experience.

Customer Experience 48

Customer Experience Marketing Wireless Measurement 48

CSM Magazine

AUGUST 1, 2017

No longer just an issue for Marketing, Customer Insights or Compliance. Customer Services will be at the forefront when it comes to dealing with enquires from citizens, Subject Access Requests (SAR’s), engagement, loyalty and churn. When you’ve worked so hard to build customer satisfaction and loyalty, you don’t want to lose it.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

Beyond Philosophy

AUGUST 10, 2016

A strong majority (74%) would switch providers if they could get the same level of wireless connectivity from an online provider (such as Google). 58% of Filipinos would rather resolve many of the issues via self-service which was higher than the 54% reported for the global market.

Self Service 60

Self Service Wireless Consumers Consulting 60

Beyond Philosophy

APRIL 6, 2016

Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Gamification 60

Gamification How To Loyalty Programs Wireless 60

Beyond Philosophy

APRIL 6, 2016

Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Gamification 60

Gamification How To Loyalty Programs Wireless 60

Beyond Philosophy

SEPTEMBER 29, 2015

Apple’s latest operating system iOS 9 allows people to block ads while mobile browsing, a development that has digital marketers and publishers in a twist. 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.

Wireless 60

Wireless Advertising Retail Report 60

Think Customers

JUNE 30, 2015

While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute.

Customer relationships 40

Customer relationships Wireless Analytics Customers 40

Alliance by IFS

FEBRUARY 3, 2016

Mobile technology is well-established in the field service market. Among them: the need for better worker communication and collaboration in the field, the need for real-time views into issue resolution, the need for faster responses to exceptional service events, and a desire to increase customer service and build loyalty.

Wireless 50

Wireless Software Technology Meeting 50

SaleMove

OCTOBER 31, 2018

Given the dizzying number of buying options now available in every category—from wireless providers to razor blades—disgruntled customers can and do switch loyalties easily, quickly and at great cost to marketers: Recent studies have put the annual cost to business of customer-service related losses $75 billion or more.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Given the dizzying number of buying options now available in every category—from wireless providers to razor blades—disgruntled customers can and do switch loyalties easily, quickly and at great cost to marketers: Recent studies have put the annual cost to business of customer-service related losses $75 billion or more.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

SaleMove

OCTOBER 31, 2018

Given the dizzying number of buying options now available in every category—from wireless providers to razor blades—disgruntled customers can and do switch loyalties easily, quickly and at great cost to marketers: Recent studies have put the annual cost to business of customer-service related losses $75 billion or more.

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

Eptica

APRIL 20, 2017

Whether it is monitoring exercise through wearable sensors connected to mobile phones or being able to automatically switch on air conditioning when a commuter is five minutes from home, all of this makes consumers lives easier and therefore boosts loyalty. Share this page on: Tweet.

Customer Service 50

Customer Service Wireless Connections Exercises 50

SurveySparrow

JUNE 27, 2021

Well, the answer to both lies in one word: loyalty! The NPS allows you to measure customer loyalty to give them the best possible experience throughout a customer’s journey. Technically speaking, the customer net promoter score is a popular metric used for measuring customer loyalty. What Is A Customer Net Promoter Score?

Net Promoter Score 52

Net Promoter Score Effort Score NPS Survey 52

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In those cases, companies must be able to read Net Promoter Score or other customer loyalty data, digest it carefully and make the appropriate changes to improve their lowest scores.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Arie Goldshlager

MAY 2, 2015

Please note particularly: The research involved 65,000 customers of a South American wireless communications firm. Companies would be wise to identify their walking dead and not market additional services to them because there may be an unintended effect, the paper suggests.

Customer Retention 40

Customer Retention Wireless Telecommunications Study 40

Clarabridge

JANUARY 31, 2017

We chalk it up to a “numbers game” and don’t do much more than dump these people back into our trickle marketing campaigns – as if they never had a relationship with us! There has never been an organization with exactly 100% retention and loyalty and there never will be. Don’t be afraid. Customers will leave you.

Customer Journeys 45

Customer Journeys Wireless Customer Experience Professionals Feedback 45

Pointillist

MARCH 20, 2020

Customer Journey Analytics Example #2: Measure and Improve CX Customer experience, analytics and marketing professionals across industries report that measuring CX is one of the top five biggest challenges encountered today. Below each offer are the number and percentage of customers that upgraded their room by responding to each offer.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Clarabridge

JANUARY 31, 2017

We chalk it up to a “numbers game” and don’t do much more than dump these people back into our trickle marketing campaigns – as if they never had a relationship with us! There has never been an organization with exactly 100% retention and loyalty and there never will be. Don’t be afraid. Customers will leave you.

Customer Journeys 40

Customer Journeys Wireless Customer Experience Professionals Analytics 40

Eptica

OCTOBER 30, 2015

Competition and choice Clearly, the easier it is for a consumer to switch from your company, the better your customer experience needs to be if you are to win their loyalty. There are at least four variables involved: 1. They know that they may not get a second chance if they fail to meet the high levels that consumers set.

Customer Experience 48

Customer Experience Transportation Insurance Hotels 48

Avaya

JUNE 1, 2017

This consumerism shift towards mobile devices makes it easier for teams to influence impulse sales through personalized messages, geo-targeted marketing, instant offers, and loyalty rewards. Reduce the barrier to entry so fans can easily make one-click purchases directly from their phone.

Sports 50

Sports Technology Engagement Wireless 50

SurveySparrow

FEBRUARY 2, 2021

They’ll love you for it and it will create a sense of loyalty for them. Wireless chargers. ‘Wordsmith of the company,’ ‘Marketing Whiz’, etc. . Not only will they feel appreciated, they are more likely to share the swag with their family and friends too. . Fitness tracker. Eco-friendly products.

Exercises 98

Exercises Culture Wireless Employee Engagement 98

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. Customers are switching services and switching brands rapidly. You talked about having customer voice in the C-suite.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. Customers are switching services and switching brands rapidly. You talked about having customer voice in the C-suite.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

TechSee

MAY 1, 2022

Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty. Ultimately, measuring CSAT leads to better customer experience, improves retention and customer loyalty, increases productivity, and boosts revenue. CSAT is measured by asking a basic question on a customer feedback survey.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

TechSee

APRIL 10, 2019

Drive long-term loyalty? Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits. It therefore comes as no surprise that Econsultancy ’s survey showed that companies feel enhancing CX is the single most exciting opportunity for 2019, ahead of both content marketing and mobile marketing.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. I had always been in sales and digital marketing roles. And then one day, while working in my eCommerce Marketing role, there was a company reorganization. Net Promoter Score is a valuable leading indicator of customer loyalty.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Answer Dash

APRIL 17, 2020

As an experience-first business, you’re in line for positive results on big picture measures like your brand loyalty, plus immediate-return results in terms of sales. Strategy Based on what you’ve discovered about your current levels of customer loyalty and customer satisfaction, identify first priorities.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Feedback

DECEMBER 7, 2016

Since I work in marketing technology, I was tasked with comparing the products and stores on my phone as we shopped: the customer experience in the 21st century. Marketing has changed and businesses are no longer able to control the message. In essence, these happy customers are marketing your products for you. It makes sense.

Customer Experience Management 100

Customer Experience Management Software Customer Experience Management 100

Natalie Petouhof

SEPTEMBER 19, 2016

And while this post is about customer service, we can’t really separate marketing, customer service and other disciplines. This post is about customer service, but the initial engagement of Millennials is typically through efforts that tend to fall into marketing – though can also be done in customer service.

Wireless 40

Wireless Social Media Contact Center Study 40