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Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than others for driving and delivering results for this initiative. However, customer experience isn’t just a goal for the marketing, sales or customer service department. It should be an organisation wide goal that helps to drive the business forward. 1. Make it known & set the goal The first and most important step is getting the message out there, getting...

This article originally appeared on www.ellipsisandco.com, click here to view the original article. There has been a bit of a revolution going on in Marketing. Sparked by the remarkable success of a book by Byron Sharp: How Brands Grow. Sharp discusses a series of Marketing Laws in an attempt to impose science (or at least empiricism) on marketing. He questions commonly held beliefs including whether Marketers should segment their customer base, the relevance of targeting heavy users and...

For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over the score. However, NPS is so much more than just a score. Used to its full potential, an NPS program gives  customers the opportunity to provide reasons and context around their experience feedback. Which, as you can imagine, provides you with a rich amount of unstructured responses to go through. The benefits of this includes being able to...

What is closed loop feedback and how can it empower your frontline? Let's see how Janet, a store manager at a busy fashion boutique in Sydney’s inner west, starts out her day. Janet starts today, like every other morning. She opens up the store and logs into her computer, clicks on the company portal and reviews the latest customer experience details for her store via a quick-view dashboard. From the dashboard she can quickly view the Net Promoter Score® (NPS)...

I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and as I sit here musing over the various instances of near boil-over levels of frustration that I endured during these past 2 months, I wonder to myself on the common dichotomy faced in business. Specifically between the frontline teams responsible for dealing with customers, and the backroom teams responsible for the smooth operation of the moving...

Net Promoter Score (NPS) based programs are well established in many organisations and most are using the standardised question “How likely are you to recommend {insert brand}?” with a 0-10 scale.  This question allocates respondents into the NPS segments: Promoter, Neutral or Detractor.  That question is simple to include in the survey, but we mustn’t forget the end game. Ultimately, we want to get insights about what experiences create Promoters and conversely what experiences create Detractors.  We...

Over the past years, having built our flagship product in Resonate Pulse around 2011, we became increasingly aware that we have to keep ourselves abreast of the technological landscape changes, and make our platform more cost-effective for operations and facilitating execution of the platform road map. Our products are strongly founded on the Microsoft technology stack and hosted on the Microsoft Azure platform and the latter’s constant evolution and openness has enabled innovation to blossom at...

Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help you get a handle on all the customer experience jargon. Business Drivers These have a major impact on the performance of your business. These can be a resource, process or condition that is vital for the continued success and growth of a business. Business drivers vary from business to business and can be influenced by both internal and external factors. Some...

"Neurologically, the way we feel has a bigger influence on our conscious decisions than what we think" I’ve had many clients ask me over the years about best practices in designing a NPS program within a Retail environment. Whilst every client and program is unique, in my experience I’ve found that the design of the NPS program is best shaped by considering the emotional or rational engagement of customers within the measured moment of truth. The engagement of...