SurveySensum

JULY 17, 2024

So much so that its current NPS score is recorded to be 37, one of the highest in the industry! Key Drivers Behind Verizon NPS Score Here are the top key drivers behind Verizon’s NPS score. Understanding customers’ needs and expectations is not rocket science anymore, you just need the right tools at your disposal!

NPS 52

NPS Wireless Loyalty Telecommunications 52

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

Tricia Morris

FEBRUARY 26, 2016

The answer is yes, all the effort that goes into improving internal and external customer service is well worth it. Based on customer interactions and technologies, we identified three stages of maturity: functional, tactical and dynamic.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Pointillist

JANUARY 19, 2022

Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? You set a goal to increase customer satisfaction or reduce the effort required by customers in certain channels.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 40

Government Self Service Customer Service Social Media 40

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. The amount of time and effort necessary to maintain rule-based workflows is excessive and ultimately, ineffective.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries.

Airlines 40

Airlines Customer Experience Effort Score Wireless 40

Answer Dash

APRIL 17, 2020

There are a few core principles to understand when you’re getting started with customer experience. The first is that customer service and customer experience are different things. Customer experience includes every interaction your customer has with your brand, including those that happen outside of your channels.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Pointillist

OCTOBER 22, 2018

Text analytics adds context and color to the information you receive through your customer experience metrics. Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others. I offered an enthusiastic 9.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. By Stephanie Ventura.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. Here we look at Spectrum’s customer service performance and contact details. Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive. Examples of poor service.

Customer Service 52

Customer Service How To Social Media Wireless 52

Michel Falcon Experience

APRIL 11, 2019

Eventually the first big boy/big girl client that I got was Verizon Wireless. For example, we survey our customers using a promoter’s score. If we read a comment from a promoter customer, that says, “Zach was absolutely amazing! Truth be told, it didn’t get bigger than me and my dog. It’s off the record.

Culture 60

Culture Leadership Hospitality Meeting 60

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Meet Our Panel of Customer Experience and Customer Service Leaders: Nicholas J. CRMs are under-utilized for customer retention.

Software 40

Software Customer Experience Company CRM 40

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. But now that you’re measuring it, how do you improve NPS?

NPS 79

NPS Strategy Net Promoter Score How To 79

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? It’s customer service. Delivering exceptional customer service. So, I want the three of you, because all from the same company.

Culture 12

Culture Employee Engagement Company Engagement 12

C Space

OCTOBER 1, 2018

For T-Mobile, that means injecting clarity into a wireless industry that has thrived on a degree of obscurity and ambiguity, particularly when it comes to the fine print of plans and pricing. For example: All four companies have seen a year after year improvement in CXC scores between 2016 and 2018. T-Mobile gives clarity.

Trends 40

Trends Brands Airlines Wireless 40