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NPS survey design – by co-creation with customers

Posted On May 2, 2014 By Sue Cash


  Net Promoter Score℠ 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 experience


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Looking for the best place to work?

Posted On May 2, 2014 By Amanda Rasch


Ever ask friends or colleagues if Company ABC is a great place to work? What’s the culture like? Do they pay well? Or better yet; attending a rooftop BBQ and your friend asks “How’s work?” What is your response? Do you go on and on about the processes not working, the promotion you haven’t received or the boss you dislike? Or… do you rave about the opportunities you get, the presentation you nailed, how you were able to save your client money or the great praise your bos


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White Paper: Integrating NPS with Data Strategy

Posted On December 12, 2013 By Sue Cash


  Data-driven marketing Data-driven marketing has been an important element of marketing strategy for many years. More recently, the exponential growth of loyalty programs and ecommerce channels has given marketing managers the opportunity to track increasing numbers of transactions (identified to a customer) and start gathering an enormous array of customer data. This data can help companies make evidence- based marketing decisions that deliver increased profits. The most advanced app


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Using Root Cause Analysis for effective VoC programs

Posted On November 27, 2013 By Sue Cash


The purpose of VoC programs is to provide a process for systematically listening to customer feedback in order to understand what is being done well, and not so well. But it is critical that companies use this intelligence to identify less than ideal customer experiences and actively resolve those issues.The Six Sigma approach DMAIC “Define, Measure, Analyse, Improve and Control” is a perfect fit for ensuring that VoC programs fulfil their potential. Define – we define what good


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Whitepaper: Linking eNPS & NPS – Happy Employees Happy Customers

Posted On October 29, 2013 By Amanda Rasch


  Introduction NPS® was developed by Satmetrix, Bain & Company, and Fred Reichheld, and became popular with the publication of Reichheld’s book, The Ultimate Question. It has become a popular metric due to its direct correlation to profitable growth. By asking a simple question “How likely are you to recommend [ABC Company] to a friend or colleague?” Knowing just a few companies can achieve or preserve high customer loyalty without loyal, engaged employees. Think about it


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Apple and the art of listening

Posted On September 16, 2013 By Jeff Carruthers


How does Apple produce advocates like this? Is it Steve Jobs & leadership, clear mission & great culture, amazing product & service? All of the above I'm sure. What is not well known in the Apple story is the role of customer feedback. The myth is that Apple doesn't listen to its customers - "Steve Jobs just used his gut instinct."  Whilst this may have some truth for product innovation it is certainly not true for other parts of the business. In The Ultimate Question 2.0:


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The Power of Listening to your Customers

Posted On September 1, 2013 By Nina Philosoph


  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 custo


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Access all areas: in conversation with Sue Cash

Posted On April 24, 2013 By Darren Sharp


Sue Cash joined Resonate 4 years ago as Insights Manager to provide analytical support to the Account Managers across all clients. Sue previously worked for 15 years in Data Planning in the UK and Australia. This background in marketing (as opposed to research) has helped to ensure that her customer insights are relevant and commercially focused. What is your role? The role of Insights Manager involves providing customer insights for clients across each business division of Resonate: onlin


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Whitepaper: Linking Net Promoter Score to Remuneration

Posted On April 18, 2013 By Nina Philosoph


  Introduction As companies adopt the Net Promoter® methodology they face the challenge of how to embed the methodology and the culture of change throughout the organisation, from senior executives to front line staff, in ways which will drive positive behaviours and lead to increased customer advocacy. This paper will explore some key considerations in the implementation of NPS® as a performance for pay metric and outline potential pitfalls and strategies to minimize such


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Access all areas: in conversation with Matthew Hudson

Posted On March 21, 2013 By Darren Sharp


Matthew Hudson recently joined Resonate as our new Application Support Analyst. Matthew brings over 5 years Application Support experience having worked for a Sydney-based software development company in the Health industry. Prior to this he worked in London for advertising major WPP and spent 3 years with the Commonwealth Bank. How does your role benefit clients? I deliver support to the users of our software, ensuring that any issues raised by them are handled in a timely manner and that S


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The brave new media world of streaming data

Posted On February 19, 2013 By Jeff Carruthers


There is nothing like mass disruption in an industry to free up thinking around business models. And so it goes with the digital revolution and print media. This revolution seems to have come to our local media players only recently but then again we are not at the world epicentre of this transformation. Notwithstanding the local sackings and hand-wringing there are interesting opportunities for those who grasp the implications. Consider my home-spun prediction... "The measurability of di


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Access all areas: in conversation with Brent Maxwell

Posted On February 15, 2013 By Darren Sharp


Brent Maxwell recently joined Resonate as Operations and Delivery Manager after working for a Sydney-based software development company and spending 4 years at Accenture mostly working in Financial Services. I asked Brent to describe the nature of his role... How does your role benefit clients? I ensure that we are delivering software to our clients in a controlled and planned manner. Part of this is understanding what the client needs and asking the right questions to ensure that we


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Client Testimonials

“Resonate has provided us with strategic thought, execution methodology and the necessary skills for us to launch our online community.”
Richard Umbers, General Manager – Customer EngagementWoolworths
“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.”
Dean Colton, Manager Customer Experience AdvocacyQantas
“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.”
Kathryn Adams-Erwin, Customer Experience ManagerOptus
“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.”
Andrew Sinclair, Director, Strategic Customer Experience Projects, OPTUSOptus
"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."
Will Soulsby, Customer Insights ManagerWoolworths