Experience Matters

JUNE 16, 2015

We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty. Download report for $295. See our VoC/NPS resource page , which includes great resources for creating a successful NPS program.

Report 120

Report Net Promoter Score Wireless Airlines 120

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. This lack of ROI further calls into question the practice of over-delivering when delighting customers increases operating costs by 10-20%. New metrics are also needed.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. What’s Driving the Need for Journey Orchestration? Customer expectations for personalization have evolved immensely.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Alliance by IFS

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 ?”.

Connections 50

Connections Competitive Advantage Wireless Return on Investment 50

Pointillist

JANUARY 19, 2022

Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call. Journey-centric organizations typically group customer journeys into six or seven high-priority areas: Learn, Shop and Buy : The journey consumers take to actually become your customer.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Centercode

FEBRUARY 18, 2021

And that “connectedness” extends to other consumers. One in three has issues proving the ROI of their customer testing program, while one in four is not getting the stakeholder buy-in necessary to secure resources and support to make their programs better. Internet access wasn’t available in the average household.

eBook 59

eBook Wireless Fashion Social Media 59

Answer Dash

APRIL 17, 2020

CX management should be viewed as a long-term program which will deliver long-term results, and it’s likely that these will grow steadily over time rather than offering immediate ROI. Prior to Qualtrics, he spent his career managing content and SEO for companies with 1,000+ locations in the storage and wireless industries.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Natalie Petouhof

SEPTEMBER 19, 2016

Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now. Let’s look at some of the stats. Who’s leading the way?

Wireless 40

Wireless Social Media Contact Center Study 40

Talkdesk

JULY 31, 2017

This is a motivated, service-led company, and they are striving to make the experiences easy for their consumers. What are the top two or three things customers see when they implement Service Cloud for the first time in terms of ROI? Those steps are relatively simple, but now it’s one less thing that I have to do.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This is a motivated, service-led company, and they are striving to make the experiences easy for their consumers. What are the top two or three things customers see when they implement Service Cloud for the first time in terms of ROI? Those steps are relatively simple, but now it’s one less thing that I have to do.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

West Monroe

JANUARY 23, 2022

The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. A key to structuring agreements between utilities and wireless carriers is acknowledging that they have two different business models and primary service needs. An increasingly connected energy-and-utilities ecosystem.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Pointillist

MARCH 20, 2020

Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. The team analyzes the impact of the test on customer experience so they can quantify the ROI of the investment and determine whether to roll it out to all customers.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Pointillist

AUGUST 26, 2019

However, it can be time consuming to manually add metadata like customer profile information to NPS survey data. For example, a wireless provider can use information such as store number, visit date, time of transaction, device number and salesperson ID to analyze each customer’s post-visit feedback.

NPS 79

NPS Strategy Net Promoter Score How To 79

Bold360

DECEMBER 1, 2016

With a focus on digital marketing, he is passionate about helping small businesses grow and achieve a positive ROI from all their marketing efforts using common-sense marketing and modern tools. Ryan Carson is a Web Administrator for Refresh Cartridges , a Printer and Computer Consumables Supplier, based in Devon, UK. Mark Harrington.

Software 40

Software Customer Experience Company CRM 40

Interactions

DECEMBER 18, 2024

While weathering Tropical Storm Helene with many other industry leaders, I joined Jeffery Carson, Vice President of Journey Analytics & Operations at Synchrony , and Neel Sen, Director of Consumer Product Innovation at Verizon on stage to discuss the future of customer experience in contact centers.

Innovation 62

Innovation Self Service Engagement Effort Score 62

Michel Falcon Experience

FEBRUARY 11, 2019

But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? Why is it as consumers, we go to a restaurant or a hotel or a printing shop and we get a bad experience? What is the Roi of this? And I said, I didn’t even know how to write a proposal.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

But one day I got an email from an executive of Verizon Wireless, and just before that like, literally 24 hours before that, my biggest client was Ferguson Moving and Storage based in Vancouver; about a $2, $3 million company at the time. They want to consumer confidence in your brand.

Culture 12

Culture Employee Engagement Company Engagement 12