Bluegrass Cellular Wins Customer Service Excellence Award
Bluegrass Cellular was recently recognized for Excellence in Customer Service at Interactions 2018, the largest trade event in the customer service industry. Bluegrass Cellular was awarded the honor alongside a host of high-profile national companies, including American Airlines and Northwestern Mutual.
Best Customer Experience winners were selected for achieving a deep understanding of the customer journey and improving their experience through the use of NICE software solutions. NICE is the world’s leading provider of both cloud and on-premise customer service software, helping companies gather real-time consumer insights and actionable data.
“Genuine customer service is a priority at Bluegrass Cellular,” said Barry Nothstine, Vice President of Sales and Marketing for Bluegrass Cellular. “To have our hard work and dedication recognized from our peers is pivotal to our company and success.”
In June of 2016, Bluegrass Cellular in partnership with NICE developed and launched a Voice of the Customer program that allowed the company to receive real-time feedback from its customers. Since the program’s inception, over 25,000 surveys have been submitted by Bluegrass Cellular customers, providing the company with invaluable feedback and allowing it to make informed business decisions to best suit its customers’ needs.
“Because of the insights from our customers, we have been able to improve the products, programs and promotions we offer to our Bluegrass Community,” said Nothstine. “We can’t thank our customers enough for taking the time to provide ongoing feedback.”
Tangible improvements made by Bluegrass Cellular through Voice of the Customer feedback include:
- Providing more transparency on device offerings for better understanding of phone and data plans.
- Forming a Service Recovery Team that can identify and proactively reach out to customers to provide more personalized solutions.
- Using customer feedback to recognize employees who have gone above and beyond when providing excellent customer service.
Bluegrass Cellular plans to continue the Voice of the Customer program indefinitely, allowing its valued customers a chance to directly engage with the company and helping the company to implement even more improvements in the future.