#CustomerExperience

ONRcx > What We Do > Insights

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It is a capital mistake to theorize before one has data. Every quarter, we commission quantitative research among customer experience champions and tell a few of those stories to help you add data to your opinions and increase your overall knowledge.

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DATA-INSPIRED STORIES FROM OUR RESEARCH STUDIES

Five questions to answer in order to build the best website survey experience!

Jason Ten-Pow

Jan 27, 20233 min read

Website

Five questions to answer in order to build the best website survey experience!

An effective website feedback survey helps website managers identify areas where their team excels while pinpointing areas for...

Improving website satisfaction by identifying and eliminating your performance gaps!

Jason Ten-Pow

Jan 26, 20232 min read

Website

Improving website satisfaction by identifying and eliminating your performance gaps!

The quickest way to improve customer satisfaction is by matching your website’s performance with your customers’ expectations. The key to...

Contact Centers: Moving from data to insights and actions is easier than ever.

Jason Ten-Pow

Jan 25, 20232 min read

Call Center

Contact Centers: Moving from data to insights and actions is easier than ever.

Contact centers are extremely important to the success of businesses, and agents who can sympathize and empathize (unlike technology and...

A knowledgebase you can count on to improve website satisfaction!

Jason Ten-Pow

Jan 25, 20232 min read

Website

A knowledgebase you can count on to improve website satisfaction!

Today’s websites implement so many strategies and tactics in their attempts to improve customer satisfaction that there really isn’t a...

The top 5 secrets successful website managers don’t want you to know!

Jason Ten-Pow

Jan 23, 20234 min read

Website

The top 5 secrets successful website managers don’t want you to know!

Website managers are under increasing pressure to improve their website’s customer satisfaction. With increased demand comes increasing...

THE STATE OF THE UNION ON CUSTOMER EXPERIENCE MEASUREMENT

Jason Ten-Pow

Jun 6, 20223 min read

CX

THE STATE OF THE UNION ON CUSTOMER EXPERIENCE MEASUREMENT

If you've seen the Nosedive episode of Black Mirror, you'd have been introduced to a world where everything from what kind of car you're...

Jason Ten-Pow

May 30, 20223 min read

CX

CUSTOMER JOURNEY MAPPING DEMYSTIFIED

Understanding customer experience is critical for brands. But Customer Experience Management programs can lack insight, so the question...

Jason Ten-Pow

May 9, 20222 min read

CX

WHEN A SINGLE SCORE DOESN’T WORK

On a recent business trip, I saw a good example of how not to share customer feedback with the front lines. I was at my hotel when I...

Jason Ten-Pow

May 3, 20222 min read

CX

CUSTOMER EXPERIENCE AND THE RISE OF VR

The past 10 years have seen a whirlwind of technological change when it comes to marketing and customer retention. We’ve gone from...

IS COVID-19 A CUSTOMER EXPERIENCE OPPORTUNITY?

Jason Ten-Pow

May 2, 20222 min read

CX

IS COVID-19 A CUSTOMER EXPERIENCE OPPORTUNITY?

While stock markets are plunging, brands are adjusting their economic forecasts and buyers are scrambling to source suppliers outside...

IT'S THE EMOTIONAL CONNECTION THAT LASTS

Jason Ten-Pow

Apr 25, 20222 min read

CX

IT'S THE EMOTIONAL CONNECTION THAT LASTS

The digital space has transformed society and how we do business. So much has changed with the relationship between brands and consumers...

Jason Ten-Pow

Apr 11, 20222 min read

CX

THE VALUE OF CUSTOMER EMOTIONS

Customer loyalty has always been important to brands, and loyalty often starts with customers connecting with a brand on an emotional...

CX AND DIGITAL TRANSFORMATION MUST HAPPEN COLLABORATIVELY TO MAXIMIZE BOTH EFFORTS

Jason Ten-Pow

Apr 4, 20222 min read

CX

CX AND DIGITAL TRANSFORMATION MUST HAPPEN COLLABORATIVELY TO MAXIMIZE BOTH EFFORTS

Brands at Level 2/The Expanding Level need firm CEO guidance to ensure success. Success in completing the Expanding Level is highly...

KEY PITFALLS TO AVOID DURING THE EXPANDING LEVEL OF CX TRANSFORMATION

Jason Ten-Pow

Mar 28, 20223 min read

CX

KEY PITFALLS TO AVOID DURING THE EXPANDING LEVEL OF CX TRANSFORMATION

CEOs need to direct both the expansion and acceleration of CX Transformation. The purpose of the Level 2/Expanding Level is to grow CX...

How To Successfully Complete The First Test Case At The Beginning Level Of CX Transformation

Jason Ten-Pow

Mar 21, 20222 min read

CX

How To Successfully Complete The First Test Case At The Beginning Level Of CX Transformation

CEOs lead CX Transformation team to implement new customer-first mindset: Once the CEO has guided the brand through the first 3 tasks and...

THE CEO'S ROLE IN BEGINNING CX TRANSFORMATION

Jason Ten-Pow

Mar 1, 20222 min read

CX

THE CEO'S ROLE IN BEGINNING CX TRANSFORMATION

CEOs need to lead the establishment of CX-related missions, values and KPIs Level 1 is the Beginning Level of CX Transformation and the...

Rewards that await the CEO who conquers each level of CX Transformation

Jason Ten-Pow

Feb 22, 20222 min read

CX

Rewards that await the CEO who conquers each level of CX Transformation

CEO’s CX Transformation Quest: In order to become a leading CX brand, the 4th and most evolved level of CX transformation, the CEO must...

OVERCOMING THE 3 COMMON CHALLENGES CEOS REPEATEDLY FACE

Jason Ten-Pow

Feb 15, 20222 min read

CX

OVERCOMING THE 3 COMMON CHALLENGES CEOS REPEATEDLY FACE

Top CX Transformation Challenges CEOs Face: There are 3 CX transformation challenges a brand faces again and again. As CX transformation...

Jason Ten-Pow

Feb 8, 20222 min read

CX

THE RIGHT CX DATA FOR THE RIGHT ACTIONS

CEO’s Top Priority: As part of CX transformation efforts, there are 3 types of brand activities that CEOs must continually track to...

Jason Ten-Pow

Jan 11, 20222 min read

CX

The What and How of CX Transformation

CX Transformation Defined: To significantly improve a brand’s financial success by building unbreakable bonds with customers. Bonded...

CX Consulting

ONRcx > What We Do > Insights

Empower
Knowledge

Partner with us for our next research

DATA-INSPIRED STORIES FROM OUR RESEARCH STUDIES

CONTACT

CX Consulting

ONRcx > What We Do > Insights

Empower Knowledge

Partner with us for our next research

DATA-INSPIRED STORIES FROM OUR RESEARCH STUDIES

CONTACT

Empower
Knowledge