How can YOU prepare for the customer of the future?
Join me June 3-4 in Miami, Fla. for the Total CX Leaders Conference sponsored by the Institute for International Research USA (IIR USA). This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”
With hands-on workshops and featured speakers from companies like AT&T and Marriott International, the Total CX Leaders Conference “brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations.”
2015 content areas include:
- User Experience Design
- Data-Rich Insights & Analytics
- Digitizing the Customer Journey
- Customer Loyalty
- Design Thinking
- Omnichannel Experience
- Analyzing and Measuring VOC
- Aligning Data Touchpoints
- Customer Centric-Culture
- Customer Behavior Trends
- Translating Insights into Actions
- New Technologies & Methodologies
- Big Data Initiatives
This is my second year as a guest blogger for this event. I will post daily during this time frame to IIR’s Customers 1st blog and to Starry Blue Brilliance.
Here are other ways to stay connected with this event:
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders
Be sure to check it out, and please share this information with those who might be interested in attending this event.
In the meantime, watch for my pre-event and post-event stories on LinkedIn, Twitter, Google+, Customers 1st blog, and my blog. Please share with your networks – let’s keep the conversations going!
This article was originally published on Starry Blue Brilliance.
“It’s doing exactly what pay-TV providers have hoped it would do’ it’s cutting churn and leaving customers more satisfied with their overall service. Some 28% of pay-TV customers were more satisfied with their service (compared to 24% a year ago), and 33% said they were less likely to change providers, and improvement from 25%.
The real winner may be hybrid TV offerings. GfK said that among consumers who have a pay-TV service AND streaming services, 39% said they’re less likely to change providers and 35% are more satisfied with their pay-TV service.” Read about the the study, ‘How People Use Media: TV Everywhere/VOD,’ from GfK and the of the post here.
I was excited to hear about some amazing new technology from AT&T that is currently in the early testing phases. Stefanie Elder delivered a presentation about How AT&T Is Using Consumer Insights to Help Seniors Age in Place.
There are over 40 million seniors in the United States. Most of them face the reality of having to move into an assisted living facility at some point in time – only a few are able to stay in their homes with full time care. AT&T found that the vast majority of seniors would much rather stay in their own home yet lack the care or help they might need.
This is where AT&T is stepping in with Digital Life
– a security and home automation system that includes video monitoring and sensors that will make it possible for seniors to safely stay put in their homes. Some of the most innovative features will utilize sensors – one of which will keep track of when the person gets out of bed and alerts someone (via mobile technology) if they don’t. Monitoring for the system will be available 24/7 via web or app access.
They are currently testing this technology, which is available to AT&T employees and their families. They are collecting feedback from seniors and their caregivers who are in many different situations – giving them a broad range of ideas and possibilities. With this new technology, the future is looking pretty bright!
Talia Short is Chief Wrangler at April Bell Research Group, a boutique, full-service marketing research firm, committed to delivering fresh insights you can act on! Learn more at aprilbellresearch.com.
|“The Uncarrier” no longer offers contracts
Not just hearing but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.
Here on the blog, we’ll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.
T-Mobile recently announced
that it would stop selling traditional two year contracts with its phones, a move setting them apart from the other big names in the cell phone industry. In a public event T-Mobile CEO John Legere blasted these carriers including the company that just months ago almost acquired T-Mobile, AT&T. Legre stated that “Customers don’t need another AT&T, customers need someone to stop acting like AT&T’.
It’s no secret that people don’t like the long term contracts big carriers make you sign. Many people do it just to have access to the latest phone, as Legere said ‘Customers love smartphones, everyone hates contracts’. These two year contracts originally came around for carriers to subsidize the cost of the phone upfront but customers are beginning to wonder if they’re really worth it.
Cellphone contracts are something which many consumers have begun to grow wary of and according to the New York Times
the percentage of no-contract phones is expected to increase from 18% in 2008 to 30% by 2015. What’s the driving force behind this change? The biggest issue is definitely cost.
Consumer Reports compared the costs of owning a 16gb iPhone 5 on a two year contract with big carriers or pre-paid with no contract and month to month charges. The winner of the competition was Smart Talk, a company which specializes in pre-paid, no contract cellphones. The initial cost of the phone was a whopping $650 but with two years of unlimited data at $45 a month the total cost was $1,730.
Sound like a lot?
It’s actually a savings of $1,110 compared to AT&T, who also caps data at 4 GB per month instead of providing unlimited data like Smart Talk. For a Verizon plan which would cap data at 2 GB per month the cost is still a little less then a thousand dollars more over two years.
Also just the idea of being locked into the same phone and company for two years is something difficult to get excited about. Logan Abbot, president of MyRatePlan.com explained that in a no-contract system the carrier knows you can easily be gone the next month making you more valuable as a customer which (should) make customer service better.
It will be interesting to see how T-Mobile fares and if more customers begin to take Mr. Legere’s words to heart and end their contracts for the freedom and flexibility of pre-paid phones.
Jeffrey Marino is a contributing writer concentrating his focus on Business Administration, Management Information Systems, and Tech Innovations. He blogs atFordham Nights and can be reached at JMarino@iirusa.com.
In the weeks leading up to the 2011 Total Customer Experience Leaders Summit we’re going to be hearing from some of the speakers.
Today we have an interview with John M. Cushman of AT&T. John will be presenting “Creating a Customer Centric Culture” on Oct. 4th 2011 at the Total Customer Experience Leaders Summit. This session will highlight the myriad of reasons why creating a customer centric culture is essential to businesses of all sizes today. Attendees will be provided with a behind the scenes view of how AT&T is blending people processes and new technologies like social media, to improve its own B2B Customer experiences. Tips on ways to link various touch points in the LEARN-BUY-GET-USE-PAY-SERVICE Customer Continuum will be shared. Learn how to:
‘ Create a Customer Centric Culture
‘ Identify areas of opportunity
‘ Track ROI and measure success
To learn more about the Total Customer Experience Leaders Summit, download the brochure here.
In our interview, Cushman said “what keeps me challenged is the rate of change.” Hear more about the changing customer experience world, by listening to the podcast here.
To hear more from and network with customer experience leaders, join us this October in Phoenix, AZ for the Total Customer Experience Leaders Summit. Register for the event here. Please use priority code TCEL11BLOG when registering.
Creating a customer centric culture is essential to businesses of all sizes today. And being customer centric means the entire organization must be aligned. The challenge and opportunity to leverage disparate sets of information into strategic action is a shared responsibility and priority across the board. That is why creating a customer centric culture should be on top of everyone’s priority list across the organization. Join John Cushman, Vice President of Business Marketing, AT&T at the Total Customer Experience Leaders Summit, taking place October 3-5, 2011 in Phoenix, Arizona as he delivers his keynote presentation: Creating a Customer Centric Culture In this presentation, John will provide attendees with a behind the scenes view of how AT&T is blending people, processes and new technologies like social media, to improve its own B2B customer experiences. Tips on ways to link various touch points in the LEARN-BUY-GET-USE-PAY-SERVICE Customer Continuum will be shared. You will also learn how to: ‘ Create a Customer Centric Culture ‘ Identify areas of opportunity ‘ Track ROI and measure success In addition to AT&T, the following companies will also share their inside stories on Measurement & ROI, Data Performance, Operational Metrics and Social Media CRM. Kelley Blue Book, CVS Caremark, Verizon, AAA Northern California, Rockwell Automation, J.D. Power & Associates, Maritz Research, CPI Card Group, Customer Experience Partners, Customer Bliss, EMC, Forrester, Expedia, Allstate Financial, Peppers & Rogers Group, Pfizer, FedEx Corporation, GE Healthcare, Microsoft Corporation, and more.
Download the brochure to see the full program.
The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance.
Save $500 off the standard & onsite rate. Register with code TCEL11BLOG here:
We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team Visit the event webpage.
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According to Marketing Vox, many companies are relying on social media tools to accommodate the questions of the individuals using the tool for such questions as return policies. Companies such as Comcast, Dell, Southwest, and AT&T are fully using it as a customers service tool.
What do you think of companies using Twitter as a customer service tool? Have you had a pleasant experience as a customer using these tools? One interesting fact in the article was that customers who do use these social media tools for assistance expect a higher level of service. Read the article here
This post on techGEER.com highlights how even though T-Mobile’s indoor reception and network might not be 100%, its customer service is something to brag about. According to J.D. Power and Associates 2nd volume of 2009 Wireless Sales Satisfaction Study, T-Mobile USA has ranked on top of the list as the nations most satisfying wireless carrier.
The survey was conducted from January 2009 to June 2009 and it involved more than 8,000 wireless subscribers. It will be interesting to see how the other big companies like Verizon and AT&T will respond and react to these survey results.