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Kirk Parsons Quotes

6 Kirk Parsons quotes:

"Clearly satellite companies are gaining momentum in the market, ... as indicated by our studies over the past four years."
Author: Parsons Quotes Category: Past Quotes
"It's definitely a new direction for them."
Author: Parsons Quotes Category: Direction Quotes
"It's clear that wireless providers have made great strides in improving the quality of calls, especially in those areas that impact customer churn the most, such as calls that are dropped or disconnected. With an increasingly competitive environment and an increase in the number of services used in conjunction with a cell phone, carriers that offer superior network quality will improve their likelihood of attracting new customers and will increase customer retention. In fact, improving network quality is a beneficial financial incentive for wireless carriers, as customers experiencing at least one call quality problem are three times more likely to indicate they 'definitely will' switch carriers in the future."
Author: Parsons Quotes Category: Quality Quotes
"It's encouraging to see that industry-wide service improvements, especially expanded service offerings and aggressive service plan pricing have resulted in more positive overall wireless service experiences. However, consumer expectations will continue to rise as cell phone users increasingly rely on the communication functions of their cell phones beyond voice calling."
Author: Parsons Quotes Category: Service Quotes
"Intuitively, you would think service should be improving over time, and there's some indication that it is. But, relative to what customers expect, service hasn't been keeping up with their expectations."
Author: Parsons Quotes Category: Service Quotes
"As more wireless companies encourage customers to try new services, it's becomes more difficult for the customer service representatives to be fully trained and kept apprised on the latest products being introduced. The downside is the carrier runs the risk of decreasing customer satisfaction and losing customers to other carriers. Since future switching levels are three times as high among customers who need to re-contact the carrier two or more times to get the inquiry resolved, the challenge for wireless providers is to provide contact channels that can offer an informative and efficient experience for their customers."
Author: Parsons Quotes Category: Service Quotes

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