February 16, 2014 Case Study Communications AHT down 29% and CSAT up 36% Our client was looking for a better way for their associates to handle their high-value customers. With our help, they were able to get their current associates up to date on best practices.
February 16, 2014 Case Study Communications Vodafone revolutionizes retail service with mindset shift Our client wanted to update its retail experience and present a more consistent branded customer experience across 15,000 stores worldwide. They chose us to help grow their NPS score.
January 12, 2014 Case Study Communications Proactive churn reduction saves — and sells Our client was looking for a way to prevent its most valuable customers from leaving and brought us on to help create a more well-rounded solution. We helped create a new customer-retention program.
September 1, 2013 Customer Strategist Communications Mobile Data Dominates Wireless Strategy Research shows that telecom operators can unlock unrealized revenue by acting on the drivers and triggers of mobile data usage throughout the customer lifecycle.
March 1, 2013 Customer Strategist Communications Leveraging Data to Boost Fan Retention Maple Leaf Sports & Entertainment’s fan-focused culture resulted in a 54 percent increase in email open rates and a 166 percent increase in click-through rates last season.
February 1, 2013 Customer Strategist Communications Here and “Wow”: How Superior Customer Experience Drives Retention Through constant innovation, telecoms have the power to engage customers, strengthen relationships, and solidify loyalty by staying current in the world of ever-evolving technology.
February 1, 2013 Customer Strategist Communications Innovate Beyond Cool to Sustain Growth Investments Officer at UAE telecom du explains why it’s important to resist the temptations to focus on fun gadgets and instead innovate by improving the customer experience.
September 1, 2012 Customer Strategist Communications Connecting Strands of DNA for Customer Growth Companies may want to enact customer-focused change, but success requires a holistic approach that connects all three components of customer-centric DNA.
April 1, 2012 Customer Strategist Communications Creating Customer Experiences That Create Trust In a maturing market, mobile service providers are challenged to achieve organic growth. Looking at the problem through the lens of customers’ trust provides new insights and presents a new strategic solution.
December 1, 2011 Customer Strategist Communications Charter’s Social Commitment to Customers Charter Communications uses social media to move from a culture of compliance to one with a commitment to customers.
