CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

TechSee

APRIL 10, 2019

BT – Customer-centric culture. A company-wide customer-centric culture essentially places the customer at the heart of the organization, ensuring a positive experience both pre-sale and post-sale. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture. Well, T-Mobile was awarded J.D.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Beyond Philosophy

MAY 3, 2018

The T-mobile/Sprint Merger reduces the national wireless carriers in the U.S. After all, when there are fewer places to work, fewer places where specific industry skills are valued, then why should the company create better wages and work cultures for employees? Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.”

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

Michel Falcon Experience

FEBRUARY 6, 2019

Hey Everyone, Above is my video on how to transform your company culture in 2019. If you prefer to read my company culture strategies, check out the transcript below. In this video I’m going to share seven company culture strategies that you may have never considered to transform your company culture.

Culture 76

Culture Examples Company How To 76

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. How to build a culture of customer service excellence. Image by Pixabay.

Technology 120

Technology Customer Service Gamification Wireless 120

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Answer Dash

APRIL 17, 2020

From ideas and definitions to practical tips on roles and processes, here’s how to supercharge your brand, secure long-term revenue, and evolve your company culture. Changing culture Making a commitment to customer-centric ways of doing business is likely to involve cultural change within your organization. Absolutely.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences.

Culture 12

Culture Employee Engagement Company Engagement 12

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

Blake Morgan

OCTOBER 10, 2022

When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn’t your first thought. Mint Mobile’s core mission is to provide affordable wireless service to customers. Most wireless companies push unlimited data, but North says customers don’t need it.

Trends 59

Trends Wireless Industry Innovation 59

Michel Falcon Experience

JANUARY 10, 2019

I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus. Have fostered a company culture where we promote new ideas. Eventually, I created something I now refer to as The 3 Common Customer Personality Types. Not all, but many do!

Training 151

Training Customer Service How To Employee Engagement 151

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. How was the culture at 1-800-GOT-JUNK?

Culture 60

Culture Leadership Hospitality Meeting 60

TechSee

JANUARY 14, 2021

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. Never heard of TechSee? We are a team of problem solvers who push the barriers of technology.

Company 109

Company Wireless Video Insurance 109

DCX

FEBRUARY 9, 2025

📌🚀 A CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? Helium Mobile is flipping the wireless industry upside down. Follow me on Linkedin 📌🚀 A CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture?

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

Centercode

OCTOBER 14, 2020

In step with the rapid, unprecedented shift from the office to the home office, the demand for technology like routers, wireless printers, webcams, headsets, and portable hard drives has hit the makers of these products like a tidal wave. In a recent Betabound poll, 64% of consumers reported increasing their office tech usage.

Connections 98

Connections Wireless eBook Customers 98

North Highland

OCTOBER 18, 2018

Per a recent SEC filing from BankMobile’s parent company, Customers Bank, the financial services firm has agreed to provide banking products to the wireless provider’s over 76 million customers. In addition to product synergies, both companies share a culture in how they go to market and treat their customers.

Wireless 56

Wireless Banking Financial Consulting 56

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. She writes (mostly) about fashion, culture, retail, and technology for publications including Vox, Glamour, CNN, Racked, Refinery29, Fashionista, i-D, Vice News, Curbed, and TheAtlantic.com.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Magellan Solutions

MAY 3, 2022

AT&T is a telecommunications company specializing in phone and internet services, wireless and data communications, IP-based and satellite television, telecommunications equipment, and security services. What sets the Philippines apart from other countries is its close cultural ties with the West, its accent, and the cost of labor.

Call Center 81

Call Center Company Telecommunications Banking 81

Customers That Stick

MAY 13, 2015

How long before someone figures out a wireless or other technology that makes cable the old tech? Cable company leaders must invest in a customer-centric culture. Next week we will take a look at changing a customer service culture–and how hard it is. But how long before that is at risk?

Customer Service 60

Customer Service Poor Customer Service Wireless Competitive Advantage 60

ShepHyken

SEPTEMBER 22, 2017

You may be thinking utility companies, budget airlines, wireless carriers or shipping companies. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind?

Wireless 81

Wireless Government Entertainment Airlines 81

SurveySparrow

FEBRUARY 2, 2021

Many of their points would circle around how the office’s culture is pathetic. The culture in an office could mean so many things, starting from how an employee who is going through a tough family issue is treated to how an intern is respected. Wireless chargers. What do you think they’d reply? Fitness tracker.

Exercises 98

Exercises Culture Wireless Employee Engagement 98

CSM Magazine

AUGUST 1, 2017

This has resulted in a more customer centric culture. He has held various directorships with Cable & Wireless, Vodafone and O2. In this Digital Age, with more Artificial Intelligence and automation, the customer expects a certain level of personal targeting and customised experience.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

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. She writes (mostly) about fashion, culture, retail, and technology for publications including Vox, Glamour, CNN, Racked, Refinery29, Fashionista, i-D, Vice News, Curbed, and TheAtlantic.com.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

AWS Machine Learning

JUNE 24, 2024

Start your day with breakfast at the Café before venturing out to the city’s top cultural attractions like the Art Institute, Millennium Park, Navy Pier and Museum Campus. To connect, simply choose the FictitiousHotels WiFi network on your device and open a web browser.

Knowledge Base 104

Knowledge Base Hotels Hospitality Transportation 104

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. You will meet very talented individuals who are skilled but don’t fit into your culture.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Michel Falcon Experience

APRIL 3, 2019

I’ve leveraged my customer experience strategies and shared them with companies like CenturyLink, Alfa Romeo, Verizon Wireless, and dozens of others. I introduced them to my People First culture and 3P strategy, and explained how it would impact their dental practice. By no means is that common.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Tricia Morris

FEBRUARY 26, 2016

Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference to an organization’s productivity and bottom line?

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

CSM Magazine

JANUARY 31, 2018

The gap between the leaders and the laggards is widening, with leaders increasingly investing in technology and culture to drive the customer experience, while the laggards choose to stand still. We predict that increased use of wireless beacon technology will enable businesses to take customer experience to new heights in 2018.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Service Untitled

JULY 25, 2011

Facebook has become a ubiquitous part of our national culture – like it or not. Let’s face it; we are all subjected to the customer indignities of airlines, cable companies, print newspapers, and wireless phones. Facebook scored a low of 64 out of a 100; an “F&# for any high school report card.

Customer Satisfaction 42

Customer Satisfaction Wireless Airlines Social Media 42

The DiJulius Group

JULY 1, 2019

When I was building NationLink Wireless, I attended the Birthing Of Giants entrepreneurship program?based This guest article is brought to you by Andy Bailey, speaker at the 2019 Customer Service Revolution. based on Verne Harnish’s book Mastering the Rockefeller Habits?at at the Massachusetts Institute of Technology.

Wireless 40

Wireless How To Groups Technology 40

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. This will also influence the start-up culture, entrepreneurship, and exchange of information among innovators, thus stimulating new ideas and technologies.

Industry 59

Industry Wireless Financial Trends 59

PeopleMetrics

JANUARY 12, 2015

Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. So every quarter, leaders cross-reference customer feedback data with churn levels.

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C Wireless 60

SurveySensum

SEPTEMBER 25, 2024

T-Mobile Why They’re Great: T-Mobile’s out-of-the-box concept of “Un-carrier” changed the norms of the wireless carrier industry. Wireless Customer Care Study for the 13th consecutive time in six years. Their service culture is personalization-centric, with staff trained to anticipate and cater to guest needs. Power’s 2024 U.S.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

CSM Magazine

APRIL 22, 2024

This shift means increased diversity in available music and a richer cultural tapestry for listeners to enjoy. Artists who may have never had the capital or connections to secure a record deal can now share their work on global stages with minimal expense and maximum control over their content.

Industry 52

Industry Customer Experience Wireless Social Media 52

CSM Magazine

JANUARY 9, 2019

Perhaps unsurprisingly, SOTI, a business-critical mobility solution creator, believes better enterprise mobility management (EMM) is key – that is, improvement in the processes and technology focused on managing mobile devices and wireless networks.

Technology 40

Technology Return on Investment Wireless Transportation 40

Tricia Morris

JULY 29, 2016

More than 50 brands evaluated for the index saw improvements in their customer experience ratings, as did five industries as a whole which include wireless service providers, traditional retailers, hotels, internet service providers and federal government agencies. There is positive momentum brewing, however.

Customer Experience 40

Customer Experience Wireless Hotels Innovation 40