We’ve recently updated our Careers page to include a series of interviews we did with our own OnProcess Technology team members. Derived from a series of interviews with over ten OnProcess team members from all parts of the company, these unscripted responses to questions such as “What’s It Like Working At OnProcess?” are designed to [...]
Customer Experience & Retention Event – Follow Up
June 20, 2011 By Leave a Comment
The recent Customer Experience & Retention event in Boston which OnProcess co-sponsored was extremely well-received, by all accounts. We just got back the attendee survey results and our joint case study, presented by our client, Anita Kalin, VP Marketing Business Services, Northeast Division for Comcast, was amongst the highest rated presentations for both content and presentation! [...]
“What Gets Measured”: Control Group Methodology
March 31, 2011 By Leave a Comment
Why OnProcess Uses Control Groups Editor’s Introduction: Our sales team is frequently asked why we adhere to a rigorous application of control group methodology in gauging the performance of our various programs in both Asset Retrieval and Customer Experience. The questions tend to fall into a few main categories: What’s a control group? If your [...]
Complex Devices: Greater Opportunity, Greater Risk
October 15, 2008 By Leave a Comment
Summary: Complex devices such as “smart phones” and digital Pay TV services have steeper learning curves, leading to user frustration and higher-than-expected return rates. Costs of handling these returns, as well as training users, are high and getting higher. Opportunity costs of these returns are high as well, as anticipated revenues plummet and unanticipated costs [...]
Asset Retrieval is Critical in This Difficult Economy
October 15, 2008 By Leave a Comment
With lending and borrowing tighter, if in fact not available, companies will have to find ways to limit Capital Expenditures without hurting their operations or customer relations. As self-serving as it may be for us to mention, a well-run Asset Retrieval program can make a huge impact on operating expenses and reduction of Cap Ex. If [...]
Time to Appoint a Chief Customer Experience Officer?
September 16, 2008 By Leave a Comment
Here’s a germane article on this timely topic. Of particular interest to me was the statistic: “…a Gartner study revealing that while 95 percent of firms survey customers to get feedback, a paltry 10 percent do anything with that feedback” We see this phenomenon a great deal both in our Reverse Logistics and our Customer [...]
You're only as good as your people. And processes.
September 4, 2008 By Leave a Comment
In businesses with many customer touchpoints, each of those touchpoints is both a threat and an opportunity. Huge companies with thousands of employees and hundreds of thousands of customers can spend literally millions of dollars on advertising for branding, new customer development and upsell. Yet, one bad customer interaction can sour the whole works. Multiply [...]
Who are you, and what do you do?
September 4, 2008 By Leave a Comment
Yeah, we get that a lot. As we start to get this blog going, we’ll be answering those questions and more. It’s an interesting story, actually. In addition, we’ll be talking about the issues we and our client companies deal with in general, because believe it or not there are a lot of folks who [...]
