Telecom, Cable, & Utilities
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Secure for “Your Own Good!”
Cumbersome Security Measures Create Difficult Customer Experiences
by Ronni MarshakBank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse. -
Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid
What Each Did Right and What Needs Improvement When Helping Customers in Need
by Ronni MarshakRead the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair. -
America's First Responders Need Your Help!
Support Legislation that Would Allocate the D Block Spectrum to Public Safety!
by Public Safety AllianceA white paper published by the Public Safety Alliance describing why the U.S. Congress should support legislation to allocate wireless spectrum to public safety. -
What Can Damage Apple's Amazing Customer Experience and Brand?
Network Congestion Will Be a Challenge Even to Steve Jobs
by Patricia SeyboldApple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal. -
Selecting a Mobile Phone Family Plan for a Family in Transition
Moments of Truth in Consumer Telecommunications
by Ronni MarshakWhen the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth. -
Self-Service Resolution: Cable TV Companies
Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences
by Susan AldrichThe search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario. -
Customer Self-Service at Comcast
Limited Support for Key Self-Service Activities, FAQ-Centric Content, Poor Search
by Mitchell KramerIn this report, I de-scribe my experience in helping myself to customer service at comcast.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our customer self-service framework. -
Asterisk and Digium
Shaking Up the Telecom Industry by Harnessing Customers’ Creativity
by Patricia SeyboldThe Digium/Asterisk story provides a good example of one way to build a viable for-profit business leveraging the open-source model while fostering customer-led innovation. -
Customer Self-Service at Verizon
Excellent Support for Key Self-Service Activities
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at verizon.com by performing key activities of self-service Customer Scenarios. -
Customer Self-Service at Verizon Wireless
Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search
by Mitchell KramerIn this report, I describe my experience in helping myself to customer service at verizonwireless.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework for customer self-service. -
Lessons in Customer Service
My Blackberry Experience with Verizon and Verizon Wireless
by Mitchell KramerThis report is a case study of my experience selecting, purchasing, installing, and using a BlackBerry, with communication services and customer service provided by Verizon Wireless and Verizon Wireless and billing by Verizon. -
Why Skype’s Peer-to-Peer Voice over IP Is Revolutionary
The Customer Revolution Continues: End Users' Adoption of Skype Could Challenge the Global Telecommunications Industry
by Patricia SeyboldSkype offers a compelling combination of voice over IP telephone service and presence awareness, leveraging peer-to-peer networking. The result is a killer app--an application that makes it advantageous for households and businesses around the world to u -
Sony Broadband Services Builds Web Services Infrastructure
Services-Based Architecture Enables Interoperability and Cost Savings
by Susan AldrichSony Broadband Services has implemented a framework for interoperability, based on Web Services, which also supports evolution to a services-based Architecture. -
On the Front Lines of the Customer Revolution: Part 3
The Potential of Broadband Wireless
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring as the feud between broadbased wire-less service providers and satellite radio providers heats up. -
On the Front Lines of the Customer Revolution: Part 1
The Phone Number Portability Skirmish
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring, as customers are demanding the right to own their cell phone numbers across carriers.
