Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. 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.

Wireless 284

Wireless Consulting Consulting Airlines 284

Beyond Philosophy

AUGUST 10, 2016

A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Apple, Facebook or Google) provided comparable wireless connectivity. Are you ready? In the past, that meant having the best price.

Wireless 265

Wireless Self service Surveys Consulting 265

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann : The concept of the National Customer Rage study goes all the way back to 2002, but it really wasn’t about customer rage at the time. The cable companies were not in telephone service, were not in security, were not in wireless service. And then you take the survey and it’s three or four questions.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48