Blake Morgan

FEBRUARY 11, 2025

In this episode of The Modern Customer Podcast , Kimberly Wyman , VP of Customer Support at T-Mobile for Business, shares how T-Mobile empowers employees, streamlines operations, and uses AI to enhance customer service.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

Alida

OCTOBER 20, 2017

If you need more convincing that patients are customers, research by Accenture found that consumers are as likely to switch doctors or hospitals as hotels if they don’t get the service experience they want, and they are more likely to dump a doctor than abandon an airline due to poor service. Be the best medicine available.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. On Hold for 45 Minutes?

Customer Service 84

Customer Service Airlines Wireless Retail 84

Customer Bliss

MAY 10, 2017

Worldwide, brands spend $500 billion per year on marketing and advertising and a mere $9 billion per year on customer service.4 4 A report by vendor Genesys and the Economist Intelligence Unit shows there’s frequent confusion over who is truly responsible for the customer experience.5 The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

Talkdesk

APRIL 7, 2020

This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Former Walt Disney World CX leader, Dennis Snow , will share his passion for “Delivering World-Class Customer Service – Lessons From The Mouse” with all attendees.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

Alida

MARCH 23, 2017

Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. What consumers can control, however, is how they rate the level of customer service and satisfaction. In fact, pundits even say that not competing has been key to their success.

NPS 133

NPS Net Promoter Score Loyalty Company 133

TechSee

JANUARY 28, 2020

According to recent research on consumer behavior, everything from coffee machines and smart TVs to wireless routers and drones were on the chopping block last year. This is a serious problem. Consulting firm Accenture reported that 68 percent of all consumer electronics returns fell under the NFF umbrella.

Retail 136

Retail Self Service Wireless Consumers 136

TechSee

APRIL 10, 2019

Visual engagement means the use of a visual communication channel – live video, recorded video, photo stream or photo chat messaging – by a customer service organization in order to facilitate issue resolution. A Team of Experts , small, local groups of customer service agents, provide individualized support.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

CX Accelerator

APRIL 11, 2018

Breaking old habits is hard, but isn't having a better relationship with your employees and your customers worth it? Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s She's regularly featured in business publications including Fast Company, Entrepreneur, and Inc.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Do you have “talk time” countdown timers in your customer service centers?

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

TechSee

NOVEMBER 11, 2019

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. Deb calls Customer Service and is invited to a live visual self-service session.

Self Service 138

Self Service Technology Wireless eBook 138

Customers That Stick

MAY 13, 2015

Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers. In the last few years, Comcast has become the poster child for terrible customer service provided by a faceless corporation with captive customers.

Customer Service 60

Customer Service Poor Customer Service Wireless Competitive Advantage 60

Bill Quiseng

JULY 18, 2017

I enjoyed studying contact centers, and worked at Intel as a social customer service leader. 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. Filed under: Customer Service.

Customer Experience 283

Customer Experience Contact Center Wireless Conference 283

ShepHyken

JUNE 22, 2016

After listening to what the customer wants, acknowledge them, which is the Yes. Let’s say I contact my wireless phone provider. The customer service rep appears to be very knowledgeable and gives me the information I need. If you were paying attention, you might notice that I didn’t call my wireless provider.

Meeting 84

Meeting Wireless CRM Conference 84

TechSee

JANUARY 7, 2020

A recent study of the phenomenon of churn revealed that 39% of Americans who canceled a contract with a company in the past 24 months cited poor customer service as the primary reason. Unable to solve her problem on her own, she must contact customer service. Robotic service. Churn in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

CSM Magazine

NOVEMBER 2, 2020

To maintain the number of loyal clients and gain new ones, customer service departments should be continuously monitored and improved to assure buyers of the best service quality. Equipping your call centers with good headsets or, in other cases, headphones could significantly influence the quality of your services.

Customer Service 52

Customer Service Wireless Call Center Video 52

TechSee

MAY 15, 2018

As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Outages result in dark homes when wireless light bulbs will not turn on, cold homes when smart thermostats cannot function, and quiet homes when entertainment systems cannot be operated.

Analysis 111

Analysis Marketing Self Service Wireless 111

Beyond Philosophy

NOVEMBER 29, 2014

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. We believe it’s the right decision not only for our employees, but also for our customers. Blogs Social Media Thought Leadership customer service' Follow Colin Shaw on Twitter @ColinShaw_CX.

Social Media 117

Social Media Wireless Retail Leadership 117

CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. The £1m-plus collaboration marks an important milestone as Quickline continues to invest in optimising its operations and delivering exceptional services to its customers.

Wireless 52

Wireless Customer Service Telecommunications Multi-Channel 52

Stella Connect

OCTOBER 4, 2021

Customer Service Appreciation Week is here. 6 Customer Service Appreciation Week Gift Ideas. 6 Customer Service Appreciation Week Gift Ideas. 2: A wireless charging mouse pad . 6: A catered team lunch in celebration of Customer Service Appreciation Week. 3: An anti-fatigue standing mat.

Wireless 52

Wireless Customer Service Call Center Connections 52

LiveChat

FEBRUARY 14, 2020

Customer service specialists cannot take responsibility for customers’ feelings, but they are responsible for their own reactions and the way they address the problem. Customer service reps are trained to stay calm and keep emotional distance from work issues. Use a problem to win a customer long-term.

Customer Service 66

Customer Service Wireless Customers Tips 66

Customer Input

MARCH 30, 2012

Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.

Wireless 66

Wireless Industry Customer Service Customer Experience 66

TechSee

OCTOBER 10, 2019

T-Mobile’s Team of Experts are small, localized groups of customer service agents that sit together in shared spaces called pods and operate as sub-units to collaborate to solve customers’ issues. 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

SurveySensum

JULY 17, 2024

Use of GenAI-Backed Initiatives Verizon has recently started using GenAI-backed initiatives in its customer service process To stop 100,000 customers from leaving. Verizon Wireless Continues To Lead Verizon Wireless leads the wireless industry in customer loyalty , maintaining the lowest customer churn rate among major U.S.

NPS 52

NPS Wireless Loyalty Telecommunications 52

CX Accelerator

APRIL 11, 2018

Breaking old habits is hard, but isn't having a better relationship with your employees and your customers worth it? Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s She's regularly featured in business publications including Fast Company, Entrepreneur, and Inc.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

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. With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular.

Sales 84

Sales Wireless Innovation Consumers 84

Wired and Dangerous

APRIL 2, 2018

When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes. High Point University is a private college in High Point, North Carolina.

Customer Experience 87

Customer Experience Wireless Innovation Customers 87

Michelli Experience

JULY 13, 2016

Modeling the business value of higher Customer Experience Index scores, Forrester estimates millions of dollars in annual incremental revenue for “any company in any category” they survey. In industries like hotels and wireless service, the annual incremental revenue boost is calculated as “BILLIONS” of dollars.

Customer Experience 100

Customer Experience Wireless Effort Score Infographics 100

CSM Magazine

AUGUST 23, 2021

Are you doing everything you can to cultivate and deepen your relationships with customers by offering enhanced services when you uncover their additional needs? At Laplink, we’ve worked to put this customer service philosophy into action with an enhanced customer support program that goes above and beyond traditional product support.

Wireless 98

Wireless Software Loyalty Customers 98

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Self Service 40

Self Service Wireless Customer Service CRM 40

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self Service 59

Self Service Customer Service Wireless Government 59

Tricia Morris

SEPTEMBER 25, 2015

In a highly competitive telecommunications industry, nTelos Wireless is a regional provider striving to inspire customer growth and loyalty by better connecting with its customers and the communities it serves. A Focus on Customer Convenience. of Multichannel Customer Service Webinar. You can read more here.

Self Service 40

Self Service Wireless Customer Service Telecommunications 40

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Wireless 60

Wireless Marketing Advertising e-support 60

TechSee

OCTOBER 16, 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. Maybe he should have stuck with the hose. The Consumer Challenge.

Self Service 138

Self Service Wireless Chatbots Video 138

Talkdesk

JUNE 5, 2020

During March alone, usage of Talkdesk Mobile Agent™ grew by 150% — a clear indicator that customer service organizations were taking advantage of tools to enable remote work. Now that agents are operating in the safety of their own homes, concerns have shifted to focus on productivity.

Tools 86

Tools Contact Center Wireless Government 86

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. ” MetTel CX Billing Analyst Far Exceeded Customer Expectations. .

Customer Service 52

Customer Service Government Wireless Contact Center 52