Series 1: Episode 4 'Customer Experience' is the current mantra, permeating all sectors including the wireless industry. Operators are vying to differentiate their personal notion of a consumers' experience with evolving networks, devices and applications. Network speeds and price plans have been favored tools to deliver competition, but are brands open and honest in providing optimum customer experience, and are brands pro-active enough in the way they engage their customers? CEO, David Ffoulkes-Jones theorizes with host Tim Deluca-Smith and CCgroup. Subscribe via     Tim Deluca-Smith, VP Marketing at WDS, hosts episode 4 with guests David Ffoulkes-Jones, CEO at WDS, Paul Nolan, Associate Director & Head of Telecoms at CCgroup, Howard Jones, Account Director at CCgroup. Show Notes Can you define customer experience?Managing expectationsSatisfaction and loyaltyBrand association Is customer experience a differentiator?Coverage and speeds are homogenized, how can consumers choose?The social web is changing the consumerWill customer experience engender loyalty? Who does customer experience well?Other industry examplesIs brand honesty important?Are brands at a danger of doing themselves a disservice to compete? When does satisfaction become loyalty?The elements of CXPassion, tolerance and loyalty programsWho's got an emotional attachment to a brand?Customer retentionIt was the power of the consumer what done it! Who owns the customer experience?How important is it that all customer life-cycle touch points work in a cohesive manner? Direct Download Episode to MP3