TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. And now, with a pandemic raging across much of the world unchecked, waiting for the cable guy isn’t even an option.

Self Service 164

Self Service Wireless Competitive Advantage Consumers 164

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. And now, with a pandemic raging across much of the world unchecked, waiting for the cable guy isn’t even an option.

Technology 109

Technology Self Service Wireless Competitive Advantage 109

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. Telecoms, in particular, have vast opportunities with the rollout of 5G, but also face unprecedented challenges.

Technology 109

Technology Self Service Wireless Telecommunications 109

PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services.

Measurement 210

Measurement CEM Telecommunications Wireless 210

Alida

OCTOBER 20, 2017

Roughly 90 percent of survey respondents cited improving key elements of the consumer experience as a high priority for their organizations. Despite this being a high priority for respondents to the Kaufman, Hall & Associates survey, there’s a lot of work to be done. Customers need better access. Access to care is a barrier.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Experience Matters

APRIL 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. > Wireless Carriers. Here’s a link to FAQ’s about the Ratings. > Major Appliances. > > Parcel Delivery Services. > > Retailers. >

Industry 120

Industry Wireless Airlines Hotels 120

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. The T-mobile/Sprint Merger reduces the national wireless carriers in the U.S. for keeping the price of wireless provider service flat or in some cases reduced over the recent past.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

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. Build your technographic specifications into your qualification survey. The best way to discover the testers who fit that bill is to use a qualification survey to screen them during the application process.

Wireless 98

Wireless Guidelines Survey Connections 98

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.

NPS 133

NPS Net Promoter Score Loyalty Company 133

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. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs. Customer feedback.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Customer Bliss

APRIL 11, 2017

Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry. Initially Sprint’s survey work had been about sending out tons (i.e. About Brian.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Customer Bliss

MAY 10, 2017

5 The report, published in June of 2015, surveyed 516 senior-level executives from twenty-one countries. According to the study, two in three companies surveyed (63 percent) say that customer experience is a “very important” investment priority. She has worked with Intel, Verizon Wireless, and many more.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

CSM Magazine

MARCH 30, 2022

Most consumers are ready to swap customer service calls for digital self-service in the wake of their experience during the pandemic, according to new survey findings released by Macro 4. 31 per cent of energy customers and 26 per cent of water customers in the survey sample want their current suppliers’ bills to be easier to understand.

Self Service 59

Self Service Customer Service Wireless Government 59

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.

Self Service 138

Self Service Chatbots Video Wireless 138

Avaya

OCTOBER 5, 2016

IT resources are entrusted with one critical job: find a way to securely and reliably deploy wired and wireless networks with complete control and visibility—anytime, anywhere. In fact, “ budget and resource constraints ” was listed as one of eight top challenges cited by IT professionals in a global survey last year.

Wireless 83

Wireless Resources Software Connections 83

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. A recent TechSee survey revealed that 65% of respondents would rather avoid technician visits due to safety concerns unless essential. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G.

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

Storyminers

JULY 7, 2020

Speak with them regularly (not only through surveys and contact center calls). How will companies need to evolve their CX strategies in 2017 in order to remain relevant? Increasing the focus on your customers is essential. Know more of them by name. Visit them in their homes or places of work.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

TechSee

MAY 24, 2021

One survey found that 65% of consumers agree that they would rather avoid technician visits due to safety concerns unless absolutely necessary. By the end of 2022, 3G wireless technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. Customers simply do not want to admit technicians into their homes.

Self Service 124

Self Service Contact Center Wireless Video 124

TechSee

MAY 15, 2018

Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated. As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless.

Analysis 111

Analysis Marketing Self Service Wireless 111

Beyond Philosophy

AUGUST 10, 2016

A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Apple, Facebook or Google) provided comparable wireless connectivity. Are you ready?

Self Service 60

Self Service Wireless Consumers Consulting 60

Vonage

OCTOBER 22, 2015

John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. Wireless and mobile. Perceived customer engagement will also be improved, as the agent can focus on the caller, rather than searching for their details.

Technology 120

Technology Customer Service Gamification Wireless 120

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

Oracle

MAY 24, 2021

According to a mid-2020 Porch.com survey , three in four US homeowners completed at least one home improvement project since the start of the pandemic. At the time of the survey, 78% of respondents planned on completing a project in the next 12 months. Wireless LED lightbulbs. Get away from the door!”

Tools 42

Tools Innovation Wireless System 42

Experience Matters

MARCH 24, 2015

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. Methodology: The data was collected from an online survey of 10,000 U.S. Download dataset for $295 ( see sample file ).

Airlines 120

Airlines Insurance Wireless Banking 120

North Highland

JULY 10, 2019

Netflix and Whatsapp), fixed wireless access (wireless internet) opportunities, and network slicing. Indeed, 90 percent of respondents in our survey cited Product and Service Innovation as a priority for this year.

Wireless 49

Wireless Video Entertainment Innovation 49

Tricia Morris

OCTOBER 19, 2015

Of the executives interviewed in the survey, 34% said their CRM spending will be sales related, 31% will be service related, and 19% will be marketing related, with 11% saying other. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%.

Self Service 40

Self Service Wireless Customer Service CRM 40

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. But how valuable is it really? What drives a positive experience is applicable to any industry.

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

SurveySensum

JUNE 29, 2023

Just like how Apple anticipated the demand for wireless headphones and launched AirPods, meeting emerging customer needs and preferences. You can create personalized customer interactions by the following approaches: Integrate the CRM with surveys to track customer journeys , analyze behavior, and understand preferences.

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

CSM Magazine

FEBRUARY 24, 2021

Over the past year, Angela has performed over 460 invoice analyses and maintains an average customer satisfaction survey rating of “far exceeding expectations.” As a senior project manager on MetTel’s CX team, Dawn Davenport was called upon to rush a deployment of replacement broadband and mobile wireless data connections.

Customer Service 52

Customer Service Government Wireless Contact Center 52

CSM Magazine

AUGUST 1, 2017

Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights. In another survey recently reported by CSM , 65% of consumers “feel good” when they solve their issue without human contact. Regardless of the UK leaving the EU.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics CEM Telecommunications Hotels 79

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. Yesterday’s Tech Buyers: Enthusiasts.

Consumers 95

Consumers Wireless Technology eBook 95

BirdEye

DECEMBER 29, 2021

Whether your business is cash-only or already accepting credit cards – chances are you could benefit from introducing a wireless credit card terminal to improve the payment experience. The benefits of a wireless credit card payment machine The best wireless credit card processing terminal for your business.

Wireless 52

Wireless Automotive Study Social Media 52

CSM Magazine

JUNE 18, 2020

In fact, 87% of respondents to a Harvard Business survey reported that they’re exploring, piloting, or currently deploying MR. Here are some of the MR trends you can expect to see in the next few years. Your VR experiences will be more satisfying with higher quality, wireless headsets that display higher resolution graphics.

Trends 52

Trends Tourism Wireless Travel 52

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? More than half (56%) of millennials visited a doctor’s office in the past year, compared to three-quarters (73%) of non-millennials, according to a survey from C Space Health. In a way it has.

Wireless 45

Wireless Sports Healthcare Consumers 45

PeopleMetrics

DECEMBER 19, 2014

Customer Name and Contact Information: Once you decide how you’re collecting feedback—whether via email, SMS, or even phone interviewing or mail survey (in which case you’re in the 1980s)—you need to answer two basic questions: who are the customers, and where do you reach them? Survey Behavior Information. Just Get Started.

Data 83

Data How To Net Promoter Score Wireless 83