Connecting Employees to Customer Experience
4 Ways to Help Customer-Facing Employees Embrace CX By Lesley Boucher, Vice President of Customer Experience, ORI If you’re a manager who has worked hard... Read More
How to Retain, Grow & Engage Your Customer Base
You want to grow membership and engagement—but how well do you understand your customers? A study of associations reported that two-thirds of respondents said their... Read More
Using Mobile & SMS to Meet Our Clients Where They Are
We recently wrote about the shifting dynamic of customer interactions—specifically, listening for customer feedback where customers are most likely to offer it. But how, exactly,... Read More
Lessons on How to Build—Not Badger—Your Customer Base
By Lesley Boucher, Vice President of Customer Experience, ORI For many of us with a passion for customer experience, we work every day to answer... Read More
The Shifting Dynamic of Customer Interactions
Ensuring that your organization provides great customer interactions involves meeting your customers where they are. Customer interactions used to mean (not that long ago) that... Read More
Behind Every Revenue Dollar Is a Customer
How Customer Experience Programs Build Customer Bases By Lesley Boucher, Vice President of Customer Experience, ORI How often do we hear about great ways to... Read More
How to Get More Out of Your Online Survey
Having been in business for more than 30 years, we at ORI have talked with hundreds of organizations interested in conducting research to deepen their... Read More