TechSee

APRIL 10, 2019

Customers can interact with the company via their preferred channel, and the data set and next best action will be consistent across all of those channels. It has also implemented customer-focused programs where staff support subscribers throughout their order journey, reducing complexity and improving overall communication.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

JUNE 22, 2016

While Don’s focus is on the digital business world, this technique works for any type of interaction you have with your customers. Be it digital or face-to-face, today we must improvise to meet the expectations and needs of our customers. After listening to what the customer wants, acknowledge them, which is the Yes.

Wireless 84

Wireless 2016 Customer Relationship Management Customer Service Training 84

ShepHyken

JANUARY 22, 2018

My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.

2018 91

2018 Article Customer Service Wireless 91

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 136

Social Media White Paper Multi-Channel B2C 136

Clarabridge

JANUARY 17, 2017

Surveys and feedback mechanisms are absolutely critical to a customer-focused organization. Understanding customers helps you stay leaps and bounds ahead of the competition. She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others. Don’t stop asking for feedback.

Wireless 45

Wireless Customer Experience Professionals Feedback Customers 45

Pointillist

AUGUST 26, 2019

You need to know where NPS is being measured within each customer’s end-to-end customer journey to truly understand its root cause. Most CX teams make the mistake of focusing only on the last one or two customer interactions instead of looking at the entire customer journey.

NPS 79

NPS Net Promoter Score ROI Measurement 79

Michel Falcon Experience

JULY 17, 2015

But first we need to learn what customer experience is—as well as what it isn’t—and discover why organic growth is a must. Keynote: Verizon Wireless Retail Summit. And here’s why I want to teach you: for nearly a decade, customer experience has been my niche. Here’s an example. Watch the movie.

Reference 60

Reference Employee Experience Wireless Customer Experience 60