VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video)

ForeSee

are subscribers of Verizon Wireless, the nation’s largest wireless carrier. The post VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video) appeared first on ForeSee. Client Insights Stacy Sherman telecom Verizon Wireless VOC VOC Leaders

Social Media Emerges as Wireless Customer Service Channel of Choice

CSM Magazine

Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. Verizon Wireless (822) ranks second and AT&T (811) ranks third. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S.

US Cellular Earns Top Customer Experience Ratings for Wireless Carriers

Experience Matters

US Cellular delivers the best customer experience in the wireless industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey […]. 2017 Temkin Ratings Customer experience AT&T Cricket Wireless MetroPCS Sprint T-Mobile TracFone US Cellular Verizon Wireless Virgin Mobile Wireless

Temkin Experience Ratings Industry Snapshot: Wireless

Experience Matters

Congratulations to MetroPCS for earning the top customer experience score in the wireless industry. Of the nine wireless carriers included in this year’s Ratings, MetroPCS earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Wireless appeared first on Customer Experience Matters®.

Wireless Charging at a Starbucks Near You! Partnering in the Removal of Pain/Drain Points

Michelli Experience

You have seen us. If you are honest you will admit to being one of us. We are the people trying to appear inconspicuous as we feverishly look for an available power outlet to recharge our laptops, tablets, or cellular phones. We are easily located in a wide number of locations including airports and Starbucks

Do wireless carriers care about the iPhone more than consumers?

MaritzCX

Recently I was reading Apple’s earnings announcement from a few weeks ago (which for once didn’t blow away expectations) and the mountain of analysis by various tech and Wall Street experts.

Do wireless carriers care about the iPhone more than consumers?

MaritzCX

Recently I was reading Apple’s earnings announcement from a few weeks ago (which for once didn’t blow away expectations) and the mountain of analysis by various tech and Wall Street experts. The range of opinions made me laugh, many of which clearly reflected the writer’s personal perception (both good and bad) of the brand rather. View Article

TV Service Providers & ISPs Earn The Lowest Customer Experience Ratings

Experience Matters

2017 Temkin Ratings Customer experience AT&T Cricket Wireless ISP MetroPCS Sprint T-Mobile TracFone TV Service US Cellular Verizon Wireless Virgin MobileWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

How Wi-Fi Location-Based Services Can Step Up Your Public Safety Game

Avaya

As part of normal operations, a mobile device will probe the network looking for Wireless Access Points (WAPs). Therefore, a Wi-Fi location-based solution can identify the location of every wireless device in range of the WLAN.

What does a Smart City look like? We’re defining it with a new partner

Avaya

Networking communications systems networking security Smart City wireless solutionsThe city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers.

Want Customer Loyalty? Don't `Nickel-and-Dime' Them

Think Customers

Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends Extreme Trust customerstrategy loyalty wirelessOne of the most infuriating things for customers is when they are hit with hidden or unexpected fees.

Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels

Experience Matters

2016 Temkin Ratings Customer experience AT&T MetroPCS Sprint T-Mobile TracFone US Cellular Verizon Wireless Virgin MobileWe recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article

Do Your Customers Experience Your Values?

Wired and Dangerous

The wireless campus is an immaculate setting with speakers playing classical music as students change classes. High Point University is a private college in High Point, North Carolina.

An Alternative Solution to Market Research Panels and Online Communities

Fresh MR

Nearly every behavior on the internet is tracked, wireless devices constantly share our location and activities, and smart appliances disseminate troves of data into the ether. We live in a world where consumer data are growing rapidly.

Too Big To Care? Why Mega-Mergers Threaten Us

Beyond Philosophy

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. “ Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.” wireless landscape.”

Listening to Your Customers Could Save You Millions

Customer Interactions

The Story On December 17, 2014 a major US wireless carrier was sued by the Consumer Financial Protection Bureau (CFPB) for allowing unauthorized third-party charges to consumers

Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters

CustomerGauge

Among many were their wireless headphones Apple now calls AirPods. Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. The AirPods put an end to the endless unraveling of wire headphones and offered a more effortless music/communication Apple experience. While Appe’s AirPods may be […]. The post Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters appeared first on CustomerGauge.

NPS 60

Can you transform angry customers into loyal ones?

Vision Critical

The experiment used Twitter data to study customer service interactions in two industries that are rife with customer service complaints: airlines and wireless carriers. “We An angry customer is still a customer—until they’re not.

Examining Massive Decline in Customer Experience (Ratings)

Experience Matters

Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […]. In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Customer experience

Are Customers' Own Words Better than a Rating Scale?

Bob Hayes

In today's post, I will illustrate the use of this methodology by comparing wireless service providers. The sample of respondents were solicited from Amazon Turk to complete a customer survey about their current wireless service provider.

Innovative Service: Serving Your Values

Wired and Dangerous

The wireless campus is an immaculate setting with speakers playing classical music as students change classes. High Point University is a private college in High Point, North Carolina.

Why Mandatory Service Contracts Are Bad For Business

Customer Input

Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will.

Quick Guide to Setting Up Your Business Computer Network

Merlin

Step 2: Decide if You Should Go Wired or Wireless. Many businesses opt for wireless connections because of greater flexibility. Some wireless connections can drop out if too many computers are logging onto the same network.

Why the phone is still king for customer support

NewVoiceMedia

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. Read on to learn what Melanie did, why other channels would have failed, and how Verizon Wireless empowered Melanie to make it happen. The phone is not dead.

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

She has worked with Intel, Verizon Wireless, and many more. I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences.

The Canada Customer Experience Index For 2016, Part 1: A Year Of Stagnation

Forrester

Only two industries' performance changed substantially: The wireless service provider industry rose, and the PC manufacturer industry fell. I'm happy to announce that we just released this year's Customer Experience Index report for Canadian brands.

Telecoms and Retention: Are customers leaving as fast as your internet speed?

CloudCherry

For instance, leading cable MSOs (Multiple Service Operators) have entered the wireless field to further saturate an overgrown market and make competition even more stiff. The customer experience wave has disrupted several industries and Telecom is one of them.

Vote for a Telecom Dedicated to Customer Service and Community in the Constellation SuperNova Awards

Tricia Morris

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.

Cell Phone Inventor Predicts the Next Big Thing

Brad Cleveland

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices).

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

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. In the United States, phone numbers are allocated to wireless companies in blocks of 9,999, all beginning with the same three-digit prefix following the area code. Wireless text messaging is widely used in the U.S.;

13 stunning stats on patient-centricity

Vision Critical

Consumers want the same responsiveness and convenience from health care providers they expect from their wireless carriers, Internet service providers and banks. Digital transformation means your patients are also customers.

The Landline Survey: An Antiquated Methodology

QuestionPro Audience

Although they are moving into wireless systems 2 ; having a landline is considered to be more of a safety net, as landlines typically offer a more stable connection. Almost half of home security owners in the United States have a security system that connects wirelessly to sensors.”.

How Not To Engage Employees: Telecoms Lead The Way Again

Beyond Philosophy

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.

Telecoms in Mumbai: What It Teaches Us about India and CX

Beyond Philosophy

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.

The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Brad Cleveland

The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.