CSM Magazine

AUGUST 23, 2021

Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty. We have found that by helping our customers during a challenging PC set up, we are building relationships and loyalty that can’t be beat. It can take several hours and still users end up missing things.

Wireless 98

Wireless Software Loyalty Customers 98

Think Customers

JULY 5, 2016

On the flip side, consider the goodwill and loyalty that's generated when a company provides assistance to a customer at no charge. Or when a hotel charges separate WiFi fees for each device that's used. One of my favorites is the convenience fee that's levied when ordering concert or other types of entertainment tickets online.

Loyalty 58

Loyalty Entertainment Hotels Banking 58

Qualtrics

JANUARY 3, 2020

It examines the connection between customer experience and loyalty across 20 U.S. To understand the relationship between CX and loyalty , we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The report also shows that: Small changes count.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Wireless text messaging is widely used in the U.S.;

Wireless 60

Wireless Marketing Advertising e-support 60

SurveySensum

JUNE 29, 2023

Just like how Apple anticipated the demand for wireless headphones and launched AirPods, meeting emerging customer needs and preferences. And by personalizing experiences based on individual preferences, demographics, and behavior, you can enhance customer satisfaction, loyalty, and overall engagement. And guess what?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

TechSee

MAY 24, 2021

By the end of 2022, 3G wireless technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. households report feeling “safe enough” with only a self-monitored home security system, the time has come for security firms to build customer loyalty with innovation. Implement an efficient 3G Upgrade.

Self Service 124

Self Service Contact Center Wireless Video 124

Alida

JANUARY 5, 2018

Forrester expects that rather than plowing money into traditional ad spending, CMOs will focus their time and budgets on revitalizing CX to drive affinity and stem churn and to re-engineer loyalty programs to meet customer expectations. CX goes mobile. Not surprisingly, many CX efforts will be mobile.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. The technology not only reduces costs and customer churn but also helps build long-term customer loyalty. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. With an estimated 64 million IoT devices in the U.S

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

Talkdesk

APRIL 7, 2020

This keynote will give you the strategic tools to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty. Some of his clients include American Express, Johns Hopkins Medicine and Verizon Wireless.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

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

Customer Bliss

APRIL 11, 2017

Fred Reichheld had already written several books on loyalty. The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

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

Pretium Solutions

DECEMBER 27, 2011

Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. Any way you slice it, effort spells trouble in a company’s goal to build and sustain loyalty. Otherwise, it’s a demolition derby instead of smooth sailing on the Loyalty Highway.

Loyalty 40

Loyalty Wireless Social Media Customers 40

Pretium Solutions

DECEMBER 27, 2011

Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. Any way you slice it, effort spells trouble in a company’s goal to build and sustain loyalty. Otherwise, it’s a demolition derby instead of smooth sailing on the Loyalty Highway.

Loyalty 40

Loyalty Wireless Social Media Customers 40

Pretium Solutions

DECEMBER 27, 2011

Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. Any way you slice it, effort spells trouble in a company’s goal to build and sustain loyalty. Otherwise, it’s a demolition derby instead of smooth sailing on the Loyalty Highway.

Loyalty 40

Loyalty Wireless Social Media Customers 40

Beyond Philosophy

NOVEMBER 29, 2014

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. According to Scott Robinson, Senior Director, Loyalty Design & Solutions of Bond Brand Loyalty, the atmosphere around Black Friday as a social event has changed as well.

Social Media 117

Social Media Wireless Retail Leadership 117

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). Apple, Facebook or Google) provided comparable wireless connectivity. Positive emotions, like feeling valued, cared for, happy or pleased will foster customer retention and loyalty.

Self Service 60

Self Service Wireless Consumers Consulting 60

Beyond Philosophy

SEPTEMBER 13, 2018

could be a Customer Experience fumble for the telecom companies that are touting its arrival, resulting in a loss of emotional engagement, customer loyalty, and revenue. 5G refers to the fifth generation of wireless technology. If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty.

Wireless 83

Wireless Telecommunications Brands Loyalty 83

CSM Magazine

AUGUST 1, 2017

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. He has held various directorships with Cable & Wireless, Vodafone and O2.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

Forrester

SEPTEMBER 29, 2016

The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. Only two industries' performance changed substantially: The wireless service provider industry rose, and the PC manufacturer industry fell.

Wireless 40

Wireless Customer Experience Industry Study 40

Forrester

JULY 18, 2016

The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. Five industry averages rose.

Wireless 40

Wireless Customer Experience Government Hotels 40

Brad Cleveland Blog

OCTOBER 29, 2014

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key …

Wireless 20

Wireless Loyalty Insurance Airlines 20

Brad Cleveland Blog

OCTOBER 29, 2014

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key …

Wireless 20

Wireless Loyalty Insurance Airlines 20

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. Online only retailers, streaming video businesses and wireless service providers all beat their traditional competitors when it came to CX scores. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Beyond Philosophy

APRIL 6, 2016

We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom.

Gamification 60

Gamification How To Loyalty Programs Wireless 60

Beyond Philosophy

APRIL 6, 2016

We’ve seen this in the past with directly competitive product and service feature-for-feature advertising and marketing; and we are still identifying it in such sectors as automotive, retailing, cable television, banking, and wireless lelecom.

Gamification 60

Gamification How To Loyalty Programs Wireless 60

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

Alliance by IFS

FEBRUARY 3, 2016

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. There are other reasons to modernize your mobile solution.

Wireless 50

Wireless Software Technology Meeting 50

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. Hard and fast loyalty should be to the problem statement rather than a one solution approach. Often, being at a company too long creates a false sense of loyalty to the culture.

Wireless 52

Wireless Contact Center Software Leadership Software 52

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. These efforts should pay off in terms of loyalty and long-term customer satisfaction. They are owned by Charter Communications, with headquarters in Stamford, Connecticut, U.S. Examples of poor service. Their Trustpilot rating is extremely low.

Customer Service 52

Customer Service How To Social Media Wireless 52

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 Metrics 52

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 Data 40

Beyond Philosophy

SEPTEMBER 29, 2015

Moreover, if you aren’t on a wireless router, they are burning your data (that you had budgeted for streaming important cat videos). At the risk of stating the obvious, forcing your message down a user’s throat is not the way to build brand loyalty. Have you paid a data overage lately? The two aren’t that different, after all.

Wireless 60

Wireless Advertising Retail Report 60

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.

Customer Service 50

Customer Service Wireless Connections Exercises 50