Online Communities

Resonate builds and manages online customer communities for brands...that view customer engagement and innovation as central to their business strategy.

This service has four components that can be provided by us or co-sourced with you:

  • Community Strategy: determining the community purpose, objectives, infrastructure and plans; and what a healthy community will look like
  • Community Operations: the "nuts and bolts" of running the community; sourcing and developing brand content, moderating (authorising, releasing and replying to) member contributions; monitoring internal feedback; analysing and reporting on customer insights and community health
  • Community Technology: selecting and implementing the appropriate community platform and associated technologies; supporting and enhancing the platform over time
  • Community Design: ensuring that the user experience is conducive to participation and encourages a healthy community

We have developed and refined our methodology - Echoes - since 2007. This methodology represents a combination of international research, recognised (if quickly evolving!) best
practice and the lessons learned from building and managing communities
in the Australian market place.

Net Promoter Programs                           

Net Promoter Programs continue to gain adoption internationally because of the customer
focus that they engender and the results that they can achieve.

Successful programs achieve:

  • Reduced churn
  • Increased cross-sell and up-sell opportunities
  • Greater referrals resulting in new business
  • Improved operational efficiencies
  • Increased loyalty and positive word of mouth

With over ten years experience in designing, building and executing customer
engagement programs, Resonate is well-placed to assist you with your Net
Promoter Program.

Our programs offer on-demand software and best practise expertise (NPS Accredited) to collect, analyse and distribute information in (near) real-time to customer facing employees. 

This allows you to create a customer centric organization, improve your Net Promoter
Score, and drive growth.

Our enterprise programs create an enterprise view of the customer experience by
monitoring critical touch points and evaluating the overall customer
relationship health. 

Resonate programs provide:

  • A quick launch with appropriate infrastructure (weeks not months!)
  • A cost effective price point
  • Sound advice based on practical experience in the Asia Pacific marketplace

"Resonate provided us with a website and online community that positioned us as being open and transparent with our customers. And that is exactly what we are."

Mark Holcombe, Chairman,                   Newmarket Livestock


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