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. MORE
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 MORE
Machine-to-machine (M2M) communication, a term referring to technologies that enable wireless and wired systems to communicate with each other, will be the channel of the future. CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
2 
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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 MORE
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™. MORE
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. MORE
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. MORE
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. MORE
He has held various directorships with Cable & Wireless, Vodafone and O2. Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
Wireless Related Topics ForeSee
JANUARY 9, 2017
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
Experience Matters
MAY 23, 2016
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.
ForeSee
JUNE 9, 2016
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.
Experience Matters
MARCH 28, 2017
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.
Avaya
OCTOBER 27, 2016
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.
Think Customers
JULY 5, 2016
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.
MaritzCX
AUGUST 21, 2012
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.
MaritzCX
AUGUST 21, 2012
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
Michelli Experience
NOVEMBER 21, 2014
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
NewVoiceMedia
MARCH 11, 2016
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.
Experience Matters
MARCH 28, 2016
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
Experience Matters
JUNE 1, 2016
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.
Merlin
JUNE 15, 2016
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.
Bill Quiseng
JULY 18, 2017
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.
NewVoiceMedia
OCTOBER 22, 2015
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.
CSM Magazine
AUGUST 1, 2017
He has held various directorships with Cable & Wireless, Vodafone and O2. Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming.
Customer Bliss
MAY 10, 2017
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.
Astea
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 ?”. “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.
Bob Hayes
OCTOBER 5, 2015
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.
ResponseTek
MAY 30, 2017
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.
Storyminers
JANUARY 12, 2017
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.
Storyminers
JANUARY 12, 2017
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.
Tricia Morris
SEPTEMBER 25, 2015
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.
CustomerGauge
MAY 24, 2017
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.
Bain
DECEMBER 2, 2015
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.
Customer Bliss
APRIL 11, 2017
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™.
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.
Wired and Dangerous
OCTOBER 20, 2014
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.
Vision Critical
MARCH 23, 2017
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.
Forrester
JULY 18, 2016
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.
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.
Arie Goldshlager
MAY 2, 2015
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.
Astea
FEBRUARY 3, 2016
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.
ShepHyken
JUNE 22, 2016
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.
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.
Customer Input
MARCH 30, 2012
Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will.
Experience Matters
JUNE 16, 2015
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?
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.
Calabrio
JANUARY 6, 2016
Machine-to-machine (M2M) communication, a term referring to technologies that enable wireless and wired systems to communicate with each other, will be the channel of the future. CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows.
Merlin
JANUARY 23, 2017
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.
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