What Is Voice Of The Customer?

Jerry Gregoire, former CIO at Dell once said: “Customer experience is the next competitive battleground.” Today, this is a reality that organisations need to take into account. To survive in an ever more aggressive business world, organisations need to understand their customers more than ever before. One way in which this can be achieved is to better underst…

Why You Should Be Making An Experience Out Of ‘Waiting’

Throughout their lifetime, the average person spends five years waiting in lines and queues. More specifically, they are put on hold for a total of 43 days listening to the lovely, but oh so irritating, music whilst waiting on the phone. This isn’t exactly what you would call a ‘good Customer Experience’. Time to do something about it and alleviate …

Onsophic CX – News Roundup

You’ve probably heard it by now: earlier this month, during Forrester CX Europe 2018, we announced our newest product – Onsophic CX. Now, just a few weeks later, we’ve been mentioned on several sources and social media channels – here’s an overview of what you need to know about Onsophic CX! In The Press Not really up to speed about …

Man answering survey

Stop Creating Surveys, Ask These 3 Simple Questions!

Measure the satisfaction of your customers by asking them 3 simple questions. It may sound too good to be true, but it is perfectly possible! Question 1: How well did we solve your problem? This is where it all starts, as long as you’re unable to fulfill the needs of your customer, your customer will never really be satisfied. That …

5 Ways To Say ‘No’ In a Customer-Friendly Way

Of course, we want to pamper our customers as much as possible but at times, with the best will in the world, we simply may not be able to fulfill their wishes. Yet, we don’t want to disappoint our customers, so here are 5 tips to say ‘no’ in a friendly way. 1. Ask for clarification You may often get …

3 Techniques For Better Customer Experience Insights: NPS, CES & CXi

As an organization, how do you know whether you really make the difference for your customers? By asking them once in a while! Nowadays, managers mostly don’t have the time to have more personal relationships with customers. Luckily, there are some techniques that can help you understand your customers better and get closer to them: Net Promoter Score, Customer Effort …

Onsophic featured in research report Forrester

Onsophic’s original technology that helps organisations boost the skills, talent, and outputs of their people by correlating learning moments with on-the-job performance has proven to be successful over the years. In the meantime, we have developed a new technology that further augments our original solution.  Onsophic CX Onsophic CX, as the product is called, accelerates employee performance by enabling real-time, …

Onsophic at innovfest unbound Singapore

Onsophic at innovfest unbound Singapore In light of the increasing interest in and demand for our platform in Southeast Asia, Onsophic will be present at the 4th edition of innovfest unbound. We’d love to meet you there! Feel free to reach out by shooting an email to hello@onsophic.com. innovfest unbound is the largest innovation festival in Asia. Over 12,000 entrepreneurs, …

Closing the Loop: Enabling change with CX & Learning Analytics

“The Egg of Columbus regarding Corporate Change”, that’s what some dare to call the idea of closed-loop learning. By combining customer feedback and observation data into actionable customer insights, Onsophic has made it possible to close the loop towards powerful learning moments. From Feedback & Observation to Action The first challenge in closing the loop between customer centricity and learning is …

5 Tips to Improve Your Customer Feedback

Continuous customer feedback is the next big trend to adopt this year and it tops the list of metrics that most companies are missing out on. Are you tired of filling in 20-minute surveys which claim to ‘only take a minute of your time’? After half a year of silence how are you supposed to remember your experience? If this sounds like …