Beyond Philosophy

MAY 25, 2016

Whilst the strike is mainly on the traditional telecoms service it is not just being contained there as you can imagine, with an overall brand perception at a 3 year low and this is having a negative effect on Verizon Wireless. Employee Engagement and Customer Experience Are Linked. How to Measure Customer Emotions.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

AUGUST 10, 2016

More of these consumers (66%) want self-service for their needs over calling into customer care. A strong majority (74%) would switch providers if they could get the same level of wireless connectivity from an online provider (such as Google). Apple, Facebook or Google) provided comparable wireless connectivity.

Wireless 265

Wireless Self service Surveys Consulting 265

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.

Marketing 246

Marketing Wireless Advertising Revenue potential 246

Beyond Philosophy

SEPTEMBER 27, 2017

AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time. In short, it would be attuned to its customers’ emotional reactions. Unfortunately, telecoms are still inwardly focused and have a long way to go to become customer-centric.

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

SEPTEMBER 13, 2018

For telecom and device companies launching 5G networks and devices, they could be setting themselves up for a Customer Experience fail. 5G refers to the fifth generation of wireless technology. When you design a Customer Experience, you want to ensure that you do what you say you will. What is 5G?

Wireless 207

Wireless Telecommunications Customer emotions Customer Experience 207

Beyond Philosophy

JUNE 29, 2015

Starbucks, for example, learned via its community that customers were not staying in the stores when the batteries on their smart phones ran out of power, leaving to go back home or to their offices to recharge. Domino’s has partnered with Lionsgate Pictures to offer a code for free streaming movies when a pizza is ordered.

Wireless 257

Wireless Banking Enterprise Accountability 257

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.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85