Customer

  • Persistently Consistent: Five Steps to Consistent Customer Experience
    September 18, 2017
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    “Sir please take your shoes off!” the TSA officer commanded.

    The befuddled elderly man was rightfully confused… everyone else in line had their shoes on as they proceeded through security.

    He looked around one more time as he unpacked his toiletries...

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  • Getting Stuff Done in the CX World
    June 21, 2017
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    Measure twice cut once is the carpenter’s rule. In practice, many CX programs tend to measure 10 times and never really get around to cutting. Many CX programs are struck by the lethal organizational condition of “paralysis-by-analysis”. How to...

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  • leader The Importance of Leadership in CX
    June 21, 2017
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    What makes CX programs fail or fly? Well, a bunch of things…but the one common denominator tends to be around proper leadership. Leadership from the top that supports a Customer Centric culture in words, actions, and resources. After that...

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  • setting goals How To Set Strategic Goals for CX
    June 21, 2017
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    “How are we ever going to achieve our goals if we don’t what they are?” the CCO for a large Pharmaceutical company asked rhetorically. He was making a point that many in the industry surprisingly pay little...

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  • The Importance of the Right Tech for Your CX program
    June 21, 2017
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    Thinking about overhauling your CX program? With technology playing such a large role in modern VOC systems, it is critical you get that right BEFORE you issue that P.O. At ORC we curate and recommend the right technology for...

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  • Welcome to the World of Personalization!
    November 9, 2016
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    Off-the-shelf products are so last week. The days of being restricted to exactly what is available in-store are over. E-commerce opened a world of opportunity that provided consumers with greater variety, the ability to shop on their schedules and...

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  • Competitive Intelligence Can Provide Growth Opportunities and an Early Warning System for...
    August 26, 2016
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    “Your ability to learn faster than your competition is your only sustainable competitive advantage.”
    - Arie De Gues (Competitive Strategy Thought Leader)

    With the dominance of agile innovation and increasing market disruption, how can organizations understand and...

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  • adult beverage trends Examining the World of Adult Beverages: The Rules Have Changed
    August 5, 2016
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    The world of adult beverages, which includes beer, wine, and spirits, has enjoyed fairly stable global consumption. Through economic booms and busts consumers remain fairly unfazed, altering their purchases based simply on availability and budgets. However, even given these...

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  • Is a Chatbot Right for Your Company?
    June 15, 2016
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    Chatbots, those artificial intelligence apps that interact with people like human beings, have gone from science fiction to reality. Your customers encounter them not just in movies but also in real life as they shop, browse social media, or...

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