Customer Service

T-Mobile’s customer service is its biggest success story

Since John Legere took control of T-Mobile in 2012, the carrier has orchestrated a remarkable turn-around. Through launching the Un-Carrier …

Phones

WhatsApp builds a customer service app for businesses

WhatsApp's push to get more businesses to use its platform, so it can finally rake in cash from its 1.3 billion users, now includes a full-fledged business app. It's appropriately dubbed WhatsApp Business and is available on Android in select markets including the US, UK, Indonesia, Italy, and …

Apps

Indian call centre closure sees TalkTalk top broadband complaints league

TalkTalk's attempts to repair its poor reputation for customer service have suffered a blow after it topped the telecoms watchdog's table of broadband complaints between July and September last year.<p>Complaints about the company's broadband service reached the highest level in 18 months as it shut …

Telecoms

T-Mobile tops JD Power wireless customer care rankings, Sprint a distant fourth place

T-Mobile has un-carried itself back to the top of J.D. Power's customers care rankings for full-service wireless carriers. The latest survey, which …

Android News

Survey Finds Weakness in U.S. Hospital System

American hospitals may do great medicine, but there are other things that they don't do so well.<p>That's what a Vanguard Communications review of U.S. …

How digital displays can change the Bank of America customer experience

By using Samsung's display technology, companies can provide their customers with information and entertainment while waiting in line.<p>According to …

Banking

Best UK Mobile Network 2018: The best phone networks in January 2018

<b>Ofcom has released its first major report of 2018, revealing the UK’s best mobile networks for customer satisfaction – and the worst for …

Gear & Gadgets

This 1 Type of Customer Is Not Good for Your Business. Here's Why

If keeping the customer requires your team members to blur the lines on your company's core values, it's the leader's job to step in.<p>Core values are the blueprint with which you build your company's culture. If they're genuine, authentic and consistently practiced, that's when great things start …

Leadership

How Brands are Using Social Media to Boost Customer Engagement

Here are some examples of brands that are winning at social media by using interesting, attention-grabbing methods which help generate engagement and …

Social Media Marketing

61: Going Beyond Marketing Through Social Media and Listening to Customer Voice

As the CMO of Hootsuite, Penny Wilson has some fantastic insights into the social media listening industry and why identifying the customer voice of …

Social Media Marketing

Vodafone customers fuming after they're left UNABLE to receive calls

Vodafone customers have flocked to social media to have their say after a network issue sparked huge issues on Thursday night.<p>The network was playing …

Birmingham, UK

More Rogers employees come forward, revealing how they say they're coached to upsell you

Telecommunication giant says there is ‘no tolerance… for unethical practices’<p>Rogers employees are shedding light on tactics they use at call centres, …

Nova Scotia

Wireless Companies' Social Media Efforts Are Paying Off

Consumers are turning more and more to social media as their first point of contact for brands. It's good news for the wireless sector that they're …

Advertising Industry

A Deeper Look at David Marcus’ 6 Trends for Facebook Messenger in 2018

Facebook Messenger has come a long way since vice president of messaging products David Marcus left his post as president of PayPal to join the …

Facebook

3 Fiendishly Clever Ways to Get Customer Support to Do What You Want in 2018

Make 2018 the year that you get superlative service from every company with whom you do business.<p>Few things are more frustrating than dealing with customer support personnel. You've bought a product or service which is not working for you, and you want somebody to fix it, help you out, refund your …

Business

Understanding messaging and chatbots in the omnichannel contact center

It seems like publications and business owners everywhere are talking about the rise of chatbots. Businesses are supposed to deploy chatbots, consumer gadgets are implementing intelligent systems, and some even say our jobs will be displaced by bots in the future. Whether driven by humans or bots, …

Business

3 Ways to Help Achieve a Customer Centric Marketing Approach

Because the client is almost always right!<p>Marketing isn't the way it used to be.<p>While marketing tactics once relied on cold calls and not-so-subtle persuasion to achieve success, that's no longer the case. Nowadays, consumers are less interested in hearing about your company's amazing product and …

Marketing

Five Ways Startups Can Better Connect With Their Customers

One of the hallmarks of being a successful business owner is the ability to connect with your customers. Customers even have the capacity to bond emotionally with businesses, according to a <i>Harvard Business Review</i> study. If businesses can tap into the emotions of their customers, then they can win …

Cold weather caused 170 water main breaks in Philly in 15 days

The Philadelphia Water Department is now taking customer service requests via social media<p>Drowning in a sea of customer service reports of water main breaks, the Philadelphia Water Department has announced that it will now be accepting requests via social media, in addition to its call …

When Customer Retention becomes a Sales Spectator Sport

Shares 2<p>When customer retention processes become a sanctioned sales spectator sport, everyone suffers. Especially those valuable clients who are …

Customer Retention

Delivering a Winning Customer Experience

In today’s digital economy, customers call the shots. The rise of online shopping has placed them firmly in the driver’s seat. They have …

Customer Experience

United’s Surprising New Emphasis in Customer Service Training - Live and Let's Fly

I’m hearing from an inside source that United Airlines has embarked upon a major reeducation course (they call it “training”) for front-line …

Airlines

Money Can Ruin Everything In Customer Service And The Customer Experience (Here's How To Fix This)

Money is a customer experience booby trap. It can sabotage even the most delightful(up to that point) customer service interaction, the best-designed customer experience, the most thoughtful user interface. If you handle issues of money awkwardly, or rudely, or thoughtlessly, over time this can be …

Entrepreneurship

How to contact iCloud customer care phone number?

<b>Get instant help for iCloud issues via iCloud customer care number</b><p>iCloud is a cloud computing system which allows the users to store the data, …

iOS

Wells Fargo online customers reportedly charged twice for bills

Customers of Wells Fargo bank who are signed up for automatic online bill pay said they were getting double-charged on Wednesday for transactions, in …

New Jersey

Managing customer expectations in Industry 4.0

<b>The phrase, ‘the customer is always right’ was coined by the founder of Selfridges, Henry Gordon Selfridge, in 1909. Despite its prominence, the</b> …

Engineering

What you should be focusing on for an effective customer experience strategy - Cape Business News

Who are your customers?<p>If you aren’t 100% sure who your customers are, it’s unlikely you’ll be able to offer them a tailored and enjoyable …

Business (South Africa)

Coffee Shop Marketing: Why You Need to Understand Your Customers

Customers: they are the driving force behind your business. They’re the ones ordering espressos and taking out lattes to work so you can pay your …

Coffee

When Losing Profit In Business Can Be A Good Thing

“I want a refund.”<p>Let’s say your customer is unhappy about your product or service and is demanding his money back. You look into his case right away. He does make a valid argument, but according to your terms and conditions, you’re not obligated to give him a refund. What do you do?<p>Here’s my take …

How Customer Service Can Turn Angry Customers into Loyal Ones

Good customer service seems like common sense for businesses. But how valuable is it really?<p>Until now, this has not been rigorously quantified across different companies. Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on …

Derive