Alida
MARCH 23, 2017
The problem with NPS surveys. For example, if a wireless carrier customer has a history of frustrating interactions, but the last experience happened to be relatively good, they may answer an NPS survey differently. In other words, don’t stop at the NPS survey. Ask your customers follow up questions to dig deeper.
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. This lack of ROI further calls into question the practice of over-delivering when delighting customers increases operating costs by 10-20%.
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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. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video.
Pointillist
MARCH 20, 2020
Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. The team analyzes the impact of the test on customer experience so they can quantify the ROI of the investment and determine whether to roll it out to all customers.
Pointillist
JANUARY 19, 2022
Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. Survey fatigue is growing. Whether your customers are receiving too many surveys or the surveys themselves are arduous to complete, response rates are dwindling. Your Customers Aren’t Responding.
Alliance by IFS
JANUARY 30, 2017
Jeanine Sterling, Industry Director, Mobile and Wireless Communications at Frost & Sullivan, and Deb Geiger, VP Global Marketing at Astea International, discussed the challenges of meeting the needs of these mobile-enabled consumers in a recent webinar, “ Is Your Service Organization Ready for the Connected Customer ?”. Cost savings.
Storyminers
JULY 6, 2020
Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.
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