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Resonate blog

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...

Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that are empowered with information like never before. The consumer can effortlessly access online price comparisons and reviews for every category under the sun. Importantly, unhappy customers can reach hundreds of friends and family on social media to voice their anger if they receive a poor customer experience. Retailers need to be able to exceed customers’ expectations and...

An oldie but a goodie, this video from Microsoft's "Bring Back the Love" Campaign back in 2007 hit the nail on the head. With the rise of the digital age companies who weren’t keeping up with the shift from traditional sales and marketing tactics to digital and social media, were getting left behind. Bring Back the Love - Microsoft Almost a prediction of what was to come, this video shows us how customers want more. In a rather funny way, we see...

Customer Experience is one of the key strategies for your business.  You have the full support of the Board for your CX program. You are receiving feedback from every customer touchpoint. There are reports with customer feedback being distributed here, there and everywhere across the business, informing the various functions what they are doing to create Promoters and Detractors. That should be enough, right?  Unfortunately not. That is certainly a good starting point and covers the “Listening” component of CX programs....

Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation of more customers and more profitable customers. CEO’s love the simplicity of evidence based CX programs like this. It is a strong message that can be understood throughout their organisations. Leaders more generally understand that CX programs are transformation programs. Identifying customer insights or better understanding the customer journey is all well and good, but if there is no...

Many organisations survey their customers asking for feedback on products and services. Usually this involves getting a customer to rate the experience on a scale (usually NPS), asking why they gave the score, and then perhaps getting some ratings for particular drivers of the experience (e.g. helpful service, products in stock, value for money etc.). The data from these surveys is fantastic to understand the experience and point to the areas that need improving. "Maximising the impact...

An overall expertise in CX and VoC is critical to a good and successful partnership.   As businesses recognise the value of implementing Customer Experience (CX) or Voice of Customer (VoC) programs, selecting the right vendor to partner with is a critical consideration. Having worked with numerous medium to large enterprises in segments such as retail, financial services, telecom and e-commerce, I believe there are three important things that you should consider when selecting a CX or VoC partner. 1. ...

"When an organisation is committed to creating a culture of customer centricity, those employees who want to share in the journey will respond positively with a sense of increased engagement" The days when Net Promoter Scores (NPS) was touted as a short-lived C-Suite fad are long behind us. There is no denying that NPS and NPS Programs now have a solid foothold within organisations around the world (Apple, Qantas, GE to name a few) and it’s unlikely...