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ONRcx > What We Do > Insights
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Knowledge
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
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...
Jason Ten-Pow
Oct 11, 20222 min read
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
Sep 20, 20223 min read
Our Hero’s Dilemma
The Problem Statement: the brand’s problem can be summed up in one word: PRIORITIZATION. It’s all wrong. Chasing near-term revenue and...
Jason Ten-Pow
Sep 5, 20221 min read
CX Transformed organizations agree that CX efforts significantly impact sales/revenue.
83%* of CX Transformed organizations agree that CX efforts significantly impact sales/revenue. 14%* of non-CX Transformed organizations...
Jason Ten-Pow
Aug 22, 20221 min read
CX Transformed organizations' customers believe they are the first priority of the business.
79%* of CX Transformed organizations' customers believe they are the first priority of the business 23%* of non-CX Transformed...
Jason Ten-Pow
Aug 15, 20221 min read
CX Transformed brands are ‘mobile’ obsessed.
91%* of CX Transformed organizations are taking the 'mobile first' approach to customer experience design. 46%* of non-CX Transformed...
Jason Ten-Pow
Aug 8, 20221 min read
Customer Experience Transformed Brands Implement Improvements based on Customer Feedback and Insight
79%* of CX Transformed organizations have processes for implementing improvements based on customer feedback and insights. 19%* of non-CX...
Jason Ten-Pow
Aug 1, 20221 min read
83% of brands focused on customer experience get a significant ROI.
Do your Customer Experience efforts significantly impact your sales/revenue? Non-CX Transformed organizations: only 14% say yes. CX...
Jason Ten-Pow
Jul 25, 20221 min read
Achieving business goals depends on relationships.
Like all relationships, the relationship between a brand and its customers exists on a continuum. The weakest relationships are ruptured...
Jason Ten-Pow
Jul 18, 20221 min read
Customer Experience Transformation = high revenue and profits.
Customer experience isn't a one-size-fits-all undertaking. And segmentation doesn't change this reality. Mature customer experience...
Jason Ten-Pow
Jul 11, 20221 min read
Are you just speed dating with the hope that you'll get another chance to meet?
How well do you know your customers? Are you speed dating with the hope that you'll get another chance to meet? Or are you working to...
Jason Ten-Pow
Jul 5, 20221 min read
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
Jun 7, 20223 min read
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 31, 20223 min read
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 10, 20222 min read
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 4, 20222 min read
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
May 3, 20222 min read
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 26, 20222 min read
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 12, 20222 min read
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
Apr 5, 20222 min read
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 29, 20223 min read
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