Resources

Why Customer Experience Should Matter to You

T-Mobile’s focus on the customer experience helps gains customers’ trust and loyalty.

Poised for Transformation

Telecommunications companies need to use their own technologies to dial up next-generation customer experience.

Sprint Nextel’s Service Overhaul Brings a Billion-Dollar Boost

The telecommunications company saved $1 billion in costs while increasing customer satisfaction 47 percent—by improving the customer experience one customer at a time.

Delivering on the Customer Experience

Convergence in telecom has created tremendous opportunities for operators to understand how much value each customer brings to the relationship.

Customer Experience Excellence: Distinguishing the “Strugglers” from the “Succeeders”

Research reveals the traits that enable companies to offer a superior customer experience.

Collaboration Sows the Seeds of Organic Growth

Telecom operators can spur share-of-wallet increases by creating group-level networks that plant best practices across their operating companies.

The Personal Touch Is Still Essential in the Modern Telecom Era

For Big River Telephone, building a business means building relationships—by mixing new technology with old-fashioned customer service.

Long-Term Financial Strength Comes From Enabling Customers’ Future

Financial services firm YapI Kredi Emeklilik uses segmentation and churn management to build customer value over time.

What If Customer Experience Has No ROI?

Bruce Temkin, of the Temkin Group, discusses the three essential issues to consider so customer experience improvements deliver a real return.

Linking Customer Experiences to Business Outcomes

Whenever customers have an experience with a brand, they create current-period, short-term value by buying the product, as well as long-term value, because the experience itself makes them more or less likely to do business with the brand in the future.