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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 Joanne Ormandy

Posted On May 29, 2013 By Darren Sharp


Joanne Ormandy is a Senior Consultant at Resonate responsible for all the reporting and analytical/statistical projects delivered for clients. Joanne has held various senior analyst and insight positions at Nestle, Coca-Cola and Synovate Aztec. What is your role? I provide advice on survey methodology, optimizing surveys to ensure the right questions are being asked in the right way to get meaningful answers that can then be analysed. Well-designed surveys should provide clients data which


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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 occurrence


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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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Customer Feedback Trends 2013

Posted On January 30, 2013 By Darren Sharp


2013 is set to be another amazing year for closed loop feedback, data services and customer experience. The rise of text analytics, anticipatory service and Big Data insights are just some of the top trends to keep an eye on this year. What other 2013 predictions have you come across? Here's our round-up of the best predictons from around the web: Bruce Temkin has assembled a great list of 13 Customer Experience Trends to Watch in 2013. He traces the evolution of Customer Experience (CX) o


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Access all areas: in conversation with Nina Philosoph

Posted On January 16, 2013 By Darren Sharp


Resonate is delighted to announce that Nina Philosoph has recently been appointed as Group Account Director. Nina was formerly Senior Account Manager at Nielsen working on a number of large FMCG accounts. Nina's very pleased to join the team and I asked her to explain how our approach to joint account planning will benefit our clients: Joint account planning is a process whereby we work with the client to make explicit:   our collaborative ways of working together;


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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 NPS 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 NPS surveys and four waves of the Market NPS program across multiple business units and stakeholders in the past year. Resonate has been instrumental in the successful establishment of the broader NPS 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 (NPS) 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