InMoment XI

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

Wireless 150

Wireless Consumers Analysis Brands 150

GetFeedback

NOVEMBER 25, 2019

Consumer Shipping: 78%. Wireless Telephone Service: 74%. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Banks: 81%. Breweries: 85%. Cellular Telephones: 79%. Computer Software: 79%. Cooperative Energy Utilities: 75%. Credit Unions: 81%. Department and Discount Stores: 76%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. Augmented Reality.

Self Service 164

Self Service Wireless Competitive Advantage Consumers 164

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.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Centercode

JANUARY 15, 2021

The people who consume tech have also changed significantly. From the niche world of hi-tech enthusiasts from the 90s to today’s mainstream users, the people who consume technology have had as much of an effect on its evolution as it has had in our daily life. Yesterday’s Tech Buyers: Enthusiasts.

Consumers 95

Consumers Wireless Technology eBook 95

Alida

OCTOBER 20, 2017

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

Wireless Return on Investment Airlines Hospitality 170

BirdEye

DECEMBER 29, 2021

Whether your business is cash-only or already accepting credit cards – chances are you could benefit from introducing a wireless credit card terminal to improve the payment experience. According to a study on in-store shopping , 70% of consumers list the checkout line as their biggest pain point. Health and safety. Modern technology.

Wireless 52

Wireless Automotive Study Social Media 52

TechSee

JUNE 16, 2021

Whether it’s a non-intuitive interface, disconnected systems or numerous logins to manage, employees who find the Visual Assistance technology cumbersome or time-consuming will not be quick to adopt it. WCTel offers voice, data, video, wireless and security services in western South Carolina.

ROI 251

ROI Case Study Strategy Wireless 251

TechSee

JANUARY 28, 2020

Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS). Though final numbers are still coming in, experts predicted consumer electronics sales — everything from coffee machines to video games, wearables and more — would exceed $400 billion in 2019.

Retail 136

Retail Self Service Wireless Consumers 136

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. For non-contract value carriers, Consumer Cellular ranks highest with a score of 880. The full-service segment average is 811.

Wireless 49

Wireless Social Media Customer Service Telecommunications 49

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. Today’s consumers want their lives to be as easy as possible. When it arrives, you open the box and see… a whole load of parts. Customer effort matters.

Self Service 207

Self Service Customer Experience How To Contact Center 207

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. Here’s a link to FAQ’s about the Ratings. > Major Appliances. > > Parcel Delivery Services. > > Rental Car Agencies. >

Industry 120

Industry Wireless Airlines Hotels 120

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

Alida

JANUARY 29, 2018

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. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

GetFeedback

MARCH 11, 2019

SMS is like email, in that there are regulations that stop companies from sending consumers unwanted messages. The Telephone Consumer Protection Act ( TCPA ) regulates how marketers should contact people. Failure to comply with the TCPA will lead to heavy fines, lawsuits, not to mention damage to consumer trust.

Survey 170

Survey Wireless Feedback Consumers 170

Alida

MARCH 23, 2017

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.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Helen Dewdney

JULY 17, 2022

This week I spoke to Cristina Luna-Esteban on The Complaining Cow Consumer Show on East London Radio. From phones and broadband to TV, radio, post and wireless devices, we regulate services at the heart of people’s everyday lives. East London Radio The Complaining Cow Consumer Show. Ofcom looks after communications in the UK.

Consumers 62

Consumers Wireless Consulting Communication 62

Experience Matters

MARCH 26, 2015

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

Wireless Banking Airlines Hotels 120

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. Augmented Reality.

Technology 109

Technology Self Service Wireless Competitive Advantage 109

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.” < [link] > De la Merced, Michael J.,

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

BirdEye

DECEMBER 29, 2021

Wireless payment terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. You should have a terminal that accepts near-field communication (NFC) payment forms via a wireless data transfer. In the last year, the U.S.

Wireless 98

Wireless Sales Conference Connections 98

BirdEye

DECEMBER 29, 2021

Wireless credit card terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. You should have a terminal that accepts near-field communication (NFC) payment forms via a wireless data transfer.

Wireless 98

Wireless Sales Conference Connections 98

TechSee

OCTOBER 16, 2018

The Consumer Challenge. While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Companies have taken notice of consumer preference for self-service. The Enterprise Challenge.

Self Service 138

Self Service Wireless Chatbots Video 138

Experience Matters

MARCH 24, 2015

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.

Airlines 120

Airlines Insurance Wireless Banking 120

TechSee

MAY 15, 2018

In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Moreover, 68% of consumers reported that they are not very excited about the future of smart home tech in their daily life. Security & Privacy.

Analysis 111

Analysis Marketing Self Service Wireless 111

Alida

JANUARY 5, 2018

This means making sure there’s consistency between what the brand is promising consumers and the experience that’s actually delivered. But Forrester says marketers need a deeper understanding of how consumers are interacting with brands with mobile devices, including the role of voice activation. CX goes mobile.

Marketing 0

Marketing Multi-Channel Tourism Advertising 0

TechSee

NOVEMBER 11, 2019

Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

Self Service 138

Self Service Technology Wireless eBook 138

Vonage

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. Social media. Video and vines.

Technology 120

Technology Customer Service Gamification Wireless 120

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. The consumer holds a payment device (e.g.

Trends 111

Trends Customer Experience Wireless Consumers 111

Michelli Experience

JULY 13, 2016

That survey is provided to a wide swath of consumers asking them about the nature of experiences they’ve had with companies across the industry. In industries like hotels and wireless service, the annual incremental revenue boost is calculated as “BILLIONS” of dollars. The degree to which customers feel a company: Meet their Needs.

Customer Experience 100

Customer Experience Wireless Effort Score Infographics 100

Beyond Philosophy

NOVEMBER 29, 2014

With a cry for solidarity from consumers across the U.S. A large part of what that means to us is to not open any of our GameStop, SimplyMac, Spring Mobile or Cricket Wireless U.S. Social media feeds across the USA are sporting this meme. I wonder, has Black Thursday officially replaced Black Friday?

Social Media 117

Social Media Wireless Retail Leadership 117

TechSee

OCTOBER 10, 2019

Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. They build relationships with specific customers and are measured both on individual and team performance.

Contact Center 117

Contact Center Culture Self Service Wireless 117

TechSee

DECEMBER 19, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. By introducing computer vision powered by augmented reality, Super-Agent saves the Christmas sale! Product returns stop!

Sales 84

Sales Wireless Innovation Consumers 84

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. With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Beyond Philosophy

JUNE 29, 2015

This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. building trust and value for Target stakeholders.

Consumers 60

Consumers Wireless Banking Leadership 60

Bill Quiseng

JULY 18, 2017

However after having two years of customer service practitioner experience under my belt I realized I preferred customer experience which included more branding, consumer behavior and more. She has worked with Intel, Verizon Wireless, and many more. She lives in the Bay Area with her husband, daughter and their two Yorkie rescues.

Customer Experience 283

Customer Experience Contact Center Wireless Conference 283

TechSee

MAY 24, 2021

One survey found that 65% of consumers agree that they would rather avoid technician visits due to safety concerns unless absolutely necessary. By the end of 2022, 3G wireless technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. Customers simply do not want to admit technicians into their homes.

Self Service 124

Self Service Contact Center Wireless Video 124