The Power of Listening to your Customers



The power of customer feedback should not be underestimated. The rise of social media for business has also seen the necessity for real-time marketing and fast response times. Word of Mouth marketing has always been a powerful tool for businesses, however now when someone has a bad experience with a brand and talks about it within their social networks, that brand has the opportunity to intervene and turn that negative customer experience into a positive one.

More and more customers are expecting to interact directly with businesses and be heard. We have sprouted the value of Closed Loop Feedback and NPS® programs many times on this blog, and will continue to do so. We believe the next step is to combine the feedback received from NPS or customer surveys with the feedback received from your social media channels and social listening.

Deciphering all of the unstructured text might seem like a daunting task but it one that we believe could provide significant insights into your business. One of the projects we are currently working on at Resonate is marrying up social listening data with other channels of customer feedback such as NPS, call centre and feedback forms and feeding that into our Resonate Pulse tool.

If you aren’t familiar with Resonate Pulse, you can check out the video below:

Customer feedback can highlight the areas in your business where you are falling short. The basic equation is if you improve these areas, you will improve customer satisfaction and that will result in more sales. Win, win, win!

Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld

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Client Testimonials

Richard Umbers, General Manager – Customer EngagementWoolworths
“Resonate has provided us with strategic thought, execution methodology and the necessary skills for us to launch our online community.”
Kathryn Adams-Erwin, Customer Experience ManagerOptus
“Resonate invested time in understanding the Optus Sales Business Unit desired end-state for the initial closed loop feedback program rollout. 12 months later they’ve used their experience and thought leadership to evolve the program to exceed our initial vision and have continued to offer solutions not challenges to all new initiatives. Resonate are an aligned and nimble provider that fits perfectly with our business unit.”
Dean Colton, Manager Customer Experience AdvocacyQantas
“Resonate has been instrumental in the success of our Closed Loop Feedback Program both with services and their innovative Resonate Pulse platform. The Closed Loop Feedback Program now covers multiple touch points and business functions and Resonate’s speed, agility and understanding across our business has been critical in allowing the program to evolve.”
Andrew Sinclair, Director, Strategic Customer Experience Projects, OPTUSOptus
“Resonate has rolled out over a dozen touch-point feedback surveys and four waves of the Market feedback programs across multiple business units and stakeholders in the past year. Resonate has been instrumental in the successful establishment of the broader closed loop feedback program at Optus by providing a rapid and agile service in a complex business environment.”
Will Soulsby, Customer Insights ManagerWoolworths
"Resonate played a key role in establishing a closed loop feedback program into our supermarket business, Jeff and the team were highly responsive to our needs and the program has been a great success in terms of bringing our customers to the forefront of our Store Managers and Operational teams thinking."