Transforming Company Priorities, Decision-Making and Culture
in A Post-COVID-19 World
TORONTO, April 8, 2021 /PRNewswire/ -- ONR, a leader
in the transformation of Fortune 500 companies' Customer Experience
(CX), today announced the launch of CEO and Founder Jason Ten-Pow's
first and much-anticipated book Unbreakable: A Proven
Process for Building Unbreakable Relationships with Customers.
Ten-Pow shares insights from years of experience leading CEOs,
C-Suite executives and well-known companies on the journey of CX
Transformation, providing a playbook on how some brands appear to
magically attract a large group of faithful customers, while other
businesses--no matter how hard they try--struggle to maintain a
loyal customer base. The book is now available at Amazon.
In this new book, Ten-Pow pulls back the curtain on brands that
seem to effortlessly build and maintain strong relationships with
customers, laying out a path for any company to do the same.
Ten-Pow provides a proven process for creating unbreakable
relationships with customers. He argues that too many businesses
have become enamored with the technology-solves-everything
mantra of the past 20+ years, disproportionately relying on I.T.
for solutions and putting too great a focus on operational
efficiency and cost-cutting to create profit growth. Meanwhile,
many of the most successful giants in the business world—including
Apple, Starbucks, Costco, and Adobe—have stayed focused on what is
important to their customers: the things that keep them committed,
loyal, and even passionate advocates for their brands.
"In today's environment, every company says, 'We know our
customers; we love our customers and they love our brand,'" Ten-Pow
said. "But they equate having a lot of data about customers to
knowing customers. In truth, most companies don't actually
understand their customers, much less nurture long-lasting
relationships with them. Especially now, post-pandemic, the
customer's relationship with brands and their journey has
changed. Differentiation, preference and loyalty – they're
all up for grabs – and the brands that adapt and lead by
prioritizing customer relationships and transforming the customer
experience will have customers faithfully following. In my
book, I share with readers the 'secret sauce' to building and
prioritizing the unbreakable customer relationships that help
brands increase revenue and profit."
Unbreakable is Ten-Pow's illuminating explanation of
how any business can differentiate itself, grow, and create a more
sustainable and profitable brand through ONR's tried-and-true
process of CX Transformation. Ten-Pow has written a comprehensive
and eye-opening playbook with steps on how to build a loyal
customer base, with additional examples and observations with
conversations from top executives from Intel, Adobe, and JPMorgan
Chase. Engagingly written and full of real-world examples, the book
examines how we got here, how bottom-line business models are
negatively impacting companies, and how the COVID-19 pandemic has
disrupted customer experience as we know it.
Unbreakable: A Proven Process for Building
Unbreakable Relationships with Customers launched
today April 8, with downloads
available on Amazon.
About the Author
Jason Ten-Pow is the CEO and
President of ONR, the CX consulting firm he founded in 2001. He has
a B.A. in political science from the University of Toronto and an M.A. in quantitative
methods from York University. He is a
regular keynote speaker and a leader in transforming CX Experience
for Fortune 500 companies.
The Rose Group
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