The Customer Engagement Recap – April 11

By Brandon Carter | Updated on Apr 11, 2014 1:14:00 AM

customer engagement

Finish off this week (in which it was made official that none of us are basketball billionaires) with the most important news (and news you may have missed) from the customer engagement and loyalty marketing world.

In this week's customer engagement recap:

  • Delta Looks to Improve Customer Experience with Phablets
  • T-Mobile’s next move: Shame AT&T and Verizon into ditching data overage fees
  • The High Pressure (and Amazing Benefits) of Customer Engagement
  • Consumers Like Using Text Messages to Solve Customer Service Issues
  • Comcast defends Time Warner Cable merger plan in FCC filing

 

  • Delta Looks to Improve Customer Experience with Phablets (Loyalty360)

The airline is distributing thousands of phablets (it's not a phone, it's not a tablet, it's...you get the point) to their flight attendants, who will be able to access customer information and accept payments using the device.

 

  • T-Mobile’s next move: Shame AT&T and Verizon into ditching data overage fees (BGR)

Not too long after offering to buy out family plans from other carriers, T-Mobile is once again going directly at their competitors with a $40 entry-level plan with unlimited voice and texting, plus no overage fees if someone goes over the half gigabyte of data. Those who do go over have the option of buying an extension pass or upgrading to a different plan.

 

One of the untold costs of actually engaging customers: they're going to expect more of you. That means more staff and higher expectations. Not every company is up for it.

 

  • Consumers Like Using Text Messages to Solve Customer Service Issues (eWeek)

52% of respondents to a survey said they would prefer to settle customer service issues through text messages, according to HeyWire Business. Also, 53% of respondents aged 18-34 said they would prefer to settle things any way other than the phone. 79% are frustrated with ALL available customer support options.

 

  • Comcast defends Time Warner Cable merger plan in FCC filing (LA Times)

This merger, affecting 30% of the nation's cable TV households and about 40% of homes that have broadband Internet service, is going to have a major impact on your customers if it goes through. Related: the Wall Street Journal has a terrific interactive graphic on how lots of cable companies have now become four (maybe three soon)

Have a great weekend and remember to always be aware of where you parked your car.

car fire hydrant

 2016 loyalty stats

Topics: Customer Engagement, Member Benefits, Viewpoints, Weekly Recaps, customer loyalty

Written by: Brandon Carter

Brandon is a writer and marketer for Access Development. He's a frequent blogger on customer and employee engagement & loyalty, consumer trends, and branding.

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