ONRcx > What We Do > What is CX Transformation > CX Transformation & Customer Data
How ONR Extracts Gold From Customer Data
"Customer data is worth nothing if it doesn’t tell a story."
In simple terms, to know customers deeply, you must always be attuned to improving your ability collect feedback from them. Because broad high-level customer experience metrics provide only a limited understanding of actual customer experience, the key is to be able to acquire enough of the “right customer data” so we can transform data into customer knowledge.
Adam Lebofsky - Executive JP Morgan Chase
1
Collecting The Right Data
We(ONR) regularly see(s) brands that have the potential to deepen their connections with customers, if only they would measure their interactions better.
We(ONR) regularly see(s) brands that have the potential to deepen their connections with customers, if only they would measure their interactions better.
2
Right Data Repairs Weak Customer Relationships
If the customer knowledge that a brand collects is weak, then it’s left guessing and making assumptions about who it’s in a relationship with.
To improve the relationship, you have to know your customer first. There are no short cuts.
3
Memorable Story Using The Right Data
Customer data is worth nothing if it doesn’t tell a story. But when it does, it’s like gold. So smart brands excel at working both efficiently and effectively with the data they collect. They piece together a narrative that tells the story of why and how their customers make the decisions they make.
4
Retained Knowledge & Better Actions
This gives them a window into their customers’ mindset and tastes; they know how they’re reacting, whether it’s with pleasure or frustration. These brands are fully in tune with their customers’ wants, needs and desires.