Transform your Customer Experience

At ORC, we’ve been revealing the secrets of customer centricity for decades. We recently studied over 900 companies and found that the most customer-centric businesses have one thing in common: they’ve connected the experiences of their people, their suppliers, their executives and their customers. True CX leaders have a single, connected, customer-centric approach to:

Foundational

Culture

Culture

C-level buy-in
Customer at heart of organization

Structure

Structure

Organized to focus on customer and their needs
 

Tools

Tools

Tools facilitate design, delivery and evolution of experience

Information

Information

Disseminating right insights to right people at right time
 

Activating

People

People

Attracting, growing and retaining best talent
 

Comms

Comms

Effective dialogue with customers at key moments
 

Process

Process

Help every area of org. deliver best possible experience

Products

Products

Fulfill customer needs in easy, interesting, memorable way

 

WHERE ARE YOU ON THE PATH?

In our research with CX professionals and years of experience we have seen a consistent pattern: the path to great CX is a ladder, not an elevator. Companies don’t transform overnight into world class CX providers, they go through a very predictable series of steps:


  • Awakening.

    You’re busy making the case for CX and your organization is beginning to embrace the idea of customer experience as core to your strategy. You may have piloted some VOC efforts.


  • Discovering.

    You have regular but disconnected VOC measurement and some forms of governance in place, but many of your responses are reactive. Approaches are bold but not systematic.


  • Responding.

    Rather than reacting, you’re proactively resolving systematic and tactical issues. You’ve connected your front-line sales and service teams and have tools and training in place.


  • Rewarding.

    You’ve implemented a standards-based approach and consistent processes. Your organization is accontable to cascaded CX goals and proactively focused on systemati issues. Training comes to the forefront.


  • Designing.

    Your teams are coordinated and seamless. Your front-line employees have a high level of autonomy and perform consistenly. Your customer experience is personalized, omni-channel and interactive. Who you hire becomes a deliberate and intense focus.

 

 

THE GOOD NEWS? YOU CAN DO IT TOO

We’ve helped hundreds of CX leaders to connect their organizations around a brilliant customer experience. We don’t stop at assessing where you are today, we guide you through to where you need to be tomorrow. We’ll help you:

 

How’s your CX? Take our CX maturity quiz to discover how you stack up against your industry’s best:

Strategies to improve customer experience

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