Remove Communication Remove Consumers Remove Wireless
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Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

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.

Wireless 180
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13 stunning stats on patient-centricity

Alida

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Only eight percent of health care organizations consider consumer expectation a high priority and have implemented several consumer-based strategies with some success.

Wireless 170
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10 SMS Survey Best Practices

GetFeedback

SMS are a very personal communication channel so you should treat it as such — there’s no better way to show that you care about the feedback. SMS is like email, in that there are regulations that stop companies from sending consumers unwanted messages. You should also follow up when the customer gives a response.

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Examining Five Years of Temkin Trust Ratings

Experience Matters

consumers to rate the level of trust that consumers have with 293 organizations across 20 industries. points), auto dealers (-3.6), software (-2.8), investment firms (-2.7), major appliances (-2.5), TV service (-2.4), health plans (-1.7), and wireless carries (-1.6). It uses feedback from 10,000 U.S.

Wireless 120
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Can you transform angry customers into loyal ones?

Alida

Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular. Public communications might prompt others to join in. Even more important is the speed with which you acknowledge these customers.

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

Alida

For consumers, there seems to be very little differentiation from one telecom company to the next. What consumers can control, however, is how they rate the level of customer service and satisfaction. What consumers can control, however, is how they rate the level of customer service and satisfaction.

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H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

Experience Matters

consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). 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.

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