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

MetroPCS, Virgin Mobile, and TracFone Lead Wireless Carriers in Customer Experience

Experience Matters

MetroPCS, Virgin Mobile, and TracFone tied for the top spot out of seven wireless carriers in the 2016 Temkin Experience Ratings. 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.

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In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack

ForeSee

Contrary to the assumption that everyone is unhappy with their wireless provider, a new report shows that overall customer satisfaction is fairly high — with ForeSee client T-Mobile leading.

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.

Virgin Mobile Leads Wireless Carriers in Customer Experience

Experience Matters

The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined. Cellular was the lowest-rated wireless carrier, with a rating of 46% and a rank of 264 th out of 268 companies.

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

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

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.

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

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.

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.

3 Revenue Relationship Models in CX and What They Mean for Your Customer Experience Strategy

ResponseTek

Whereas in the wireless service and credit card industries, improving very poor experiences results in greater returns.“This Nailing down a concrete blueprint for your CX strategy is no easy feat.

Seven technologies to improve customer service in SMBs

NewVoiceMedia

Wireless and mobile. Mobile and wireless technology is also enabling field reps to connect to the CRM system remotely, allowing them to easily input data and access real-time data – both of which ultimately enhance the customer experience.

Preparing for the Connected Customer

Astea

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 ?”. “It’s Mobile technology has become a part of the everyday lives of most customers, which has created a massive shift in customer expectations when it comes to service.

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.

The US Customer Experience Index for 2016, Part 1: The Bar for CX Quality Inched Up

Forrester

In 2016 the bar went up significantly for five industries: wireless service providers, traditional retailers, hotels, internet service providers (ISPs), and US federal government agencies (which is more of a sector than an industry but you get the idea). It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands.

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.

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Together, we worked on the wireless drive-thru experience for McDonald’s. Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017.

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Together, we worked on the wireless drive-thru experience for McDonald’s. Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017.

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.

A rising Net Promoter tide can lift all boats (or sink some)

Bain

We’re noticing the same upward trend in industries you might not expect—banking and wireless telecom. Bain has been working with market research firm Research Now to collect and analyze Net Promoter Score data for major retail banks, wireless service providers and handset makers for years.

Who Really Leads Customer Experience: What Happens When Confusion Strikes

Customer Bliss

She has worked with Intel, Verizon Wireless, and many more. Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program.

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry. Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™.

Smarter Cloud Networking is Here, and it Starts with Avaya

Avaya

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.

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.

5 Top Customer Service Takeaways from CRMUG Summit

Tricia Morris

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.

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

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. Telecommunication companies are under immense pressure to provide better, faster services.

Can proactive customer retention efforts backfire?

Arie Goldshlager

Please note particularly: The research involved 65,000 customers of a South American wireless communications firm. I found this note on “When It Comes To Retaining Your Customers, Sometimes It’s Best To Leave Them Alone” very thought-provoking. Some of the participants were randomly selected to receive a recommendation for a plan that was predicted to save them money based on their past behavior and others did not receive the same encouragement.

Mobile Modernization for Field Service

Astea

Older solutions also don’t take advantage of the advances in modern mobile devices, including more intuitive user interfaces, complementary apps, and more robust wireless connectivity and built-in GPS support. Mobile technology is well-established in the field service market.

When Improv Meets Business

ShepHyken

Let’s say I contact my wireless phone provider. If you were paying attention, you might notice that I didn’t call my wireless provider. Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference.

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.

Report: Economics of Net Promoter, 2015

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty?

NPS 34

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.

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.

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.

Customer Experience Best Practices: Thoughts on Mobile Design

PeopleMetrics

And subject to wireless connectivity. My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence.

18 Best Websites to Learn Computer Troubleshooting and Tech Support

Merlin

Topics of interest range from working with your Mac, support information for Apple products, troubleshooting wireless networking, and hardware and software advice. One of the worst things that could happen to you is for your computer to suddenly stop working.

Security and the IoT: Where to Start, How to Solve

Avaya

Then using technologies like Fabric Attach , you can have automated and secure connections created between the core and the edge switches and/or the WAP (Wireless Access Points). I recently attended the 2016 North America IoT Tech Expo in Santa Clara, California.