Storyminers

JULY 7, 2020

Is there a measurable correlation between CX and revenue? Some of the older metrics that emphasize benefit to the company require augmentation with measures that accurately measure the value of an experience on customers. Experience prototyping is an excellent capability to hire-in or to develop in-house. New metrics.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Wired and Dangerous

APRIL 2, 2018

The wireless campus is an immaculate setting with speakers playing classical music as students change classes. We do not measure our effectiveness by enrollment but by the impact our graduates make on our world and how our current students feel in their hearts.” High Point University is a private college in High Point, North Carolina.

Customer Experience 87

Customer Experience Wireless Innovation Customers 87

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. During the interview, we discuss several questions including: IS MEASURING NPS WORTH DOING? On today’s episode, we are going to discuss whether or not Net Promoter Score as a measurement of success is overrated. Serendipitous.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

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

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

Alida

MARCH 23, 2017

Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” At the time, it offered decision makers an easy and effective way to measure loyalty.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Education Services Group

OCTOBER 29, 2021

3D measurement, imaging, and realization technology leader. Wireless networking global leader. Grew employee base by 18% quarter-over-quarter, adding skills such as project/program management, digital content and automation, operations, analytics, and Customer Success management. High-growth Human Resources technology platform.

Wireless 52

Wireless Consulting Customer Success Technology 52

Talkdesk

JUNE 5, 2020

As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift. It has been a few months now since the coronavirus (COVID-19) took the world by storm. The change was not easy.

Tools 86

Tools Contact Center Wireless Government 86

Storyminers

JANUARY 12, 2017

Together, we worked on the wireless drive-thru experience for McDonald’s. Numbers are just measures of things that we know how to measure, but they don’t typically tell the full story. Not everything that matters to customers can be measured and not everything we measure matters to them!

Trends 100

Trends Customer Experience Wireless Entertainment 100

SurveySensum

JUNE 29, 2023

5 Customer Satisfaction Best Practices Understanding Customer Needs and Expectations Personalizing Customer Interactions Delivering Exceptional Customer Service Building Strong Customer Relationships Continuous Improvement and Measurement Conclusion Let’s begin! So, what measures are you taking to hit the bullseye? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

CX Accelerator

APRIL 11, 2018

Above all else, don't let your managers "game the score" That is, don't let them waste time trying to artificially adjust measurements that aren't meaningful for your customers. Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Chadwick Martin Bailey

DECEMBER 7, 2020

While studying for my degree in Development Economics, I became very interested in InfoTech infrastructure (especially 3G cellular networks and wireless local loop networks at the time). Knowing that what we do actually gets used and has measurable impact in the world is rewarding. I’ve always been interested in emerging markets.

Wireless 52

Wireless Telecommunications Innovation Industry 52

TechSee

OCTOBER 10, 2019

They build relationships with specific customers and are measured both on individual and team performance. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. The TEX model has been widely recognized as a successful approach – T-Mobile was awarded J.D.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

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 System 92

North Highland

JULY 10, 2019

Netflix and Whatsapp), fixed wireless access (wireless internet) opportunities, and network slicing. Darya is an expert in behavioural assessment and measurement, both in the pre-hire and post-hire space. She is an Organisational Psychologist by background and has over six years of consulting experience.

Wireless 49

Wireless Video Entertainment Innovation 49

Gravy Analytics

JULY 23, 2019

Launched in 1994, T-Mobile is now one of the largest wireless networks in the U.S. Here are a few ideas of how Taco Bell and T-Mobile can use location intelligence to better connect with their target consumers and measure the results of their latest campaign. Measuring Campaign Performance. Audience Targeting.

Advertising 40

Advertising Wireless Retail Measurement 40

transcosmos Information Systems

OCTOBER 4, 2017

All technologies and processes related to your anti-data breach measures are reviewed to make sure that no data will be lost, stolen, misused, or mishandled. By the time they complete the audit, they would have had a clear assessment if you have adequate security measures that are consistently implemented within your organization.

Wireless 91

Wireless Policies System Software 91

CX Accelerator

APRIL 11, 2018

Above all else, don't let your managers "game the score" That is, don't let them waste time trying to artificially adjust measurements that aren't meaningful for your customers. Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

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. How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

Self Service 60

Self Service Wireless Consumers Consulting 60

Oracle

MAY 24, 2021

Wireless LED lightbulbs. With library doors opening across the country today our Home #EnergySaving Kits are available to borrow again Use the 5 tools to understand your energy use & implement some easy energy saving measures across your home! Smart thermostats adjust to meet your heating and cooling preferences throughout the day.

Tools 42

Tools Innovation Wireless System 42

West Monroe

JANUARY 29, 2024

With the potential for increased control and adaptability, as well as robust security measures, PVNO positions itself as a solution for modern utilities looking to leverage existing infrastructure while maintaining autonomy over their network operations and data traffic. Grid edge solutions meet existing infrastructure: What is PVNO?

Connections 52

Connections Roadmap Wireless Financial 52

Tricia Morris

OCTOBER 19, 2015

Brands such as Ask.com and nTelos Wireless are putting their knowledge to good use by empowering customers with the answers and information they need 24/7 via an organized, searchable self-service portal. Read more about the success nTelos Wireless has realized in customer service here.

Self Service 40

Self Service Wireless Customer Service CRM 40

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

Oracle

JULY 14, 2020

Popwallet helps marketers improve engagement of consumers within this mobile experience and measures their response. A contactless payment is a payment transaction that doesn’t require physical contact between a consumer’s payment device and a point-of-sale (POS) terminal. The consumer holds a payment device (e.g.

Trends 111

Trends Customer Experience Consumers Wireless 111

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

Magellan Solutions

MAY 3, 2022

AT&T is a telecommunications company specializing in phone and internet services, wireless and data communications, IP-based and satellite television, telecommunications equipment, and security services. Technical issues, payment concerns, technical assistance, and subscription upgrade are some of the areas a call center handles.

Call Center 81

Call Center Company Telecommunications Banking 81

Magellan Solutions

JANUARY 3, 2019

Software glitches, hardware problems, and wireless connectivity are some of the challenges facing educators. They also need to heighten their security measures most particularly if the information systems are involved. However, not everyone knows how to solve these. The importance of technical support in schools comes into the picture.

Wireless 45

Wireless Software Innovation Technology 45

Qualtrics

FEBRUARY 7, 2019

To return to the printer example, say a competitor’s printer has the same weight, paper capacity, dots-per-inch, pages-per-minute etc, but yours has the additional benefit of being wireless. But there’s also the aspect of product value that comes from your brand, which is far harder to measure. Printers – probably OK.

Wireless 20

Wireless Fashion Comparison Study 20

Pointillist

SEPTEMBER 10, 2020

Process mining is used to measure the efficiency of a wide variety of business processes, particularly digital processes, from start to finish. Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers.

Customer Journeys 128

Customer Journeys Touchpoint System Net Promoter Score 128

Tricia Morris

FEBRUARY 26, 2016

Says Nucleus Research vice president Rebecca Wettemann who led the research and reporting: “Customer service continues to be a key differentiator for companies of all sizes, and the technologies to support customer service have evolved almost as quickly as consumer demands and expectations for new service channels.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Magellan Solutions

JANUARY 3, 2019

Software glitches, hardware problems, and wireless connectivity are some of the challenges facing educators. They also need to heighten their security measures most particularly if the information systems are involved. However, not everyone knows how to solve these. The importance of technical support in schools comes into the picture.

Wireless 40

Wireless Software Innovation Technology 40

Beyond Philosophy

APRIL 6, 2016

Simply put, competitive benchmarking can move a company out of its comfort zone and into measurable improvement and action. . – Prioritize and allocate resources (time, money, people, facilities, technology). This pretty much sums up the way benchmarking should help companies perform relative to peers within their business arena.

Gamification 60

Gamification How To Loyalty Programs Wireless 60

Beyond Philosophy

APRIL 6, 2016

Simply put, competitive benchmarking can move a company out of its comfort zone and into measurable improvement and action. . – Prioritize and allocate resources (time, money, people, facilities, technology). This pretty much sums up the way benchmarking should help companies perform relative to peers within their business arena.

Gamification 60

Gamification How To Wireless Loyalty Programs 60

Pointillist

SEPTEMBER 28, 2021

Leaders Struggle to Measure Customer Behavior and Quantify Impact. However, these KPIs are typically measured in aggregate or by channel, rather than by the actual goals your customers are pursuing. Measurement programs must evolve beyond overall satisfaction, efficiency and containment rates.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

SurveySparrow

JUNE 27, 2021

And one simple way to make this dream come true is by measuring customer net promoter score. 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.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Survey 52

PeopleMetrics

APRIL 15, 2016

And subject to wireless connectivity. It’s a great resource for learning how to start measuring customer experience, so you can get to work improving it. Because while smartphones are convenient, they have clear constraints. For example, they’re small. And limited in horsepower. You can also check out the ebook below. See you soon.

Customer Experience 48

Customer Experience Wireless eBook Social Media 48

Eptica

AUGUST 5, 2016

Ten brands that were previously ranked in the top 5% for CX saw their scores drop measurably, with four of them falling out of the top 5% completely. Online only retailers, streaming video businesses and wireless service providers all beat their traditional competitors when it came to CX scores.

Self Service 50

Self Service Wireless Social Media Contact Center 50