Jason Ten-Pow
Asking the right questions ensures the right kind of customer insight!
Last week, we touched on how brands struggle to execute their CX strategies due to a lack of CX expertise. This week, let’s start with...
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ONR INSIGHTS
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 make our opinions meaningful.
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DATA-INSPIRED STORIES FROM OUR RESEARCH STUDIES
Jason Ten-Pow
- Sep 19, 2022
- 3 min
Developing a comprehensive approach beyond CX tools
Creating an authentic, emotional connection with your customer is the heartbeat of an unbreakable relationship. Businesses that overlook...
Jason Ten-Pow
- Jun 6, 2022
- 3 min
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, 2022
- 3 min
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, 2022
- 2 min
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, 2022
- 2 min
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...
Jason Ten-Pow
- May 2, 2022
- 2 min
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...
Jason Ten-Pow
- Apr 25, 2022
- 2 min
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, 2022
- 2 min
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...
Jason Ten-Pow
- Apr 4, 2022
- 2 min
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...
Jason Ten-Pow
- Mar 28, 2022
- 3 min
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...
Jason Ten-Pow
- Mar 21, 2022
- 2 min
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...
Jason Ten-Pow
- Mar 1, 2022
- 2 min
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...
Jason Ten-Pow
- Feb 22, 2022
- 2 min
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...
Jason Ten-Pow
- Feb 15, 2022
- 2 min
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, 2022
- 2 min
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, 2022
- 2 min
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...
Jason Ten-Pow
- Jan 3, 2022
- 1 min
Customer Centricity & the CEO: Avoiding the Five-Year CEO Trap
WHAT IS THE 5-YEAR CEO TRAP? Average CEO tenure has declined from six to five years and in some industries CEO tenure is now as low as...
Jason Ten-Pow
- Dec 1, 2021
- 1 min
The challenge of harnessing the Internet of Things (IoT) technology to improve CX
Summary Data has become the de-facto currency driving brand success in the experience economy. While expensive and prone to a high...
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