INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. Retail MORE
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.” 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
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
> Wireless Carriers. 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. consumers. Here’s a link to FAQ’s about the Ratings. 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
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. 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
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. MORE
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®. 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
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. MORE
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 MORE
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.”. MORE
We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. MORE
Additionally, they offer wireless service in more than 200 destinations around the world, not to mention a variety of subsidiaries. Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand. 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
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 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
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. MORE
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 MORE
This year at Cable Tec, the flora and fauna has expanded to wireless access networks, wireless access technologies, internet of things (IoT), digitizing the customer experience, virtualization and cloud, operational transformation, video services, and security. 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
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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
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. We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. MORE
Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. 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
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
Over the past century, we had telegraphs, then wired telephones, then wireless phones, then cell phones, and now we … Continue reading → Consumer & Retail CX Product Development Telecommunications Uncategorized MORE
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. 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
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
Throughout the conference you’ll see our team talking CX at booth #607 (stop by for a chance to win Bose QuietControl Wireless Headphones ), weaving in and out of sessions, having 1:1 meetings with customers (interested in meeting up? Emerging trends. Thought leadership. 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
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
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
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
Wireless Related Topics Experience Matters
MARCH 28, 2017
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
Experience Matters
MARCH 18, 2015
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.
Experience Matters
APRIL 10, 2018
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®.
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
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
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.
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CSM Magazine
JANUARY 19, 2018
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.
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
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
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.
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.
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Avaya
SEPTEMBER 29, 2016
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.
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
JANUARY 20, 2014
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. Retail
MaritzCX
JANUARY 20, 2014
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
MaritzCX
JANUARY 20, 2014
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
Fresh MR
NOVEMBER 14, 2018
Over the past century, we had telegraphs, then wired telephones, then wireless phones, then cell phones, and now we … Continue reading → Consumer & Retail CX Product Development Telecommunications Uncategorized
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
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.
Wired and Dangerous
APRIL 2, 2018
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.
CloudCherry
MARCH 15, 2018
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.
Experience Matters
APRIL 13, 2015
> Wireless Carriers. 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. consumers. Here’s a link to FAQ’s about the Ratings.
QuestionPro Audience
SEPTEMBER 29, 2017
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.”.
Fresh MR
DECEMBER 19, 2017
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.
Customer Interactions
JULY 7, 2015
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
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.
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.
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?
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.
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.
Beyond Philosophy
MAY 3, 2018
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.”
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
SEPTEMBER 9, 2014
We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries.
Vision Critical
JANUARY 29, 2018
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.
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.
Lithium
DECEMBER 13, 2018
Additionally, they offer wireless service in more than 200 destinations around the world, not to mention a variety of subsidiaries. Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand.
Hero Digital
SEPTEMBER 21, 2018
Throughout the conference you’ll see our team talking CX at booth #607 (stop by for a chance to win Bose QuietControl Wireless Headphones ), weaving in and out of sessions, having 1:1 meetings with customers (interested in meeting up? Emerging trends. Thought leadership.
Myra Golden
DECEMBER 10, 2018
Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor.
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. We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings.
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.
Smarter CX
NOVEMBER 7, 2018
This year at Cable Tec, the flora and fauna has expanded to wireless access networks, wireless access technologies, internet of things (IoT), digitizing the customer experience, virtualization and cloud, operational transformation, video services, and security.
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