BLOG

Nielsen Social Media report Q3 2011

Posted On September 15, 2011 By Darren Sharp


Nielsen recently released their Q3 2011 Social Media report and it contains some interesting findings about the global and Australian marketplaces.  Nielsen social-media-report   Here are some highlights from the report: According to Nielsen’s research on social networking around the world, Australian Internet users come out on top and spend the most time visiting social networks and blogs, averaging 7 hours & 17 minutes per person.&


READ MORE

Visiting TechEd AU 2011

Posted On September 8, 2011 By Joris Dries


I reckon a visit to TechEd is a good way to start putting down some of my musings onto the web. As this was my first TechEd ever, I had a blast and really liked the whole experience. I can't stress enough how well organized everything was, with smooth transitions between sessions and tea or dinner, Hygge (google/bing it), and the huge amounts of entertainment (and sponsor) booths MS had set up. The social media explosion around TechEd was fuelled heavily by using hash tags on all session ids


READ MORE

One Customer, Many Voices.

Posted On September 2, 2011 By Clare Freeman


Call me old fashioned, but it’s only recently that I ‘Liked’ a brand in Facebook. To be frank, why would I ever want to ‘like’ a brand within my personal social space? It’s simple; I like them so why not tell them. I’m getting something in return; through Facebook I know can find out when the next season is due in store and when the next sale is. Brilliant. But I wonder if this brand is really aware of just how powerful my voice can be to them?


READ MORE

SmartMobs? What we can learn from the #ukriots

Posted On August 18, 2011 By Darren Sharp


  The recent devastating riots and looting in London, Birmingham and Manchester have put social media in the spotlight once again.  The BlackBerry mobile handset and its private messaging service (BBM) came under particular scrutiny for its use by rioters to coordinate activities and swap information about events happening on the ground. The prevalence of BlackBerry handset use by those involved in the riots led to calls for RIM (handset-maker) to suspend the BlackBerry Messe


READ MORE

Anonymity

Posted On August 12, 2011 By Sue Cash


Why do we use screen names within online communities?  Online communities are groups of people that have come together around a specific common interest.  The common interest could be anything from an employer, TV show, technology brand or even a health complaint. Many community platforms give their members the opportunity to use a screen name to disguise their identity and even create a fun persona for that community.   Facebook is one notable exception &nda


READ MORE

Visualising Data

Posted On August 5, 2011 By Larah Kennedy


Data visualisation is something we find really exciting here at Resonate; I suppose you could even call it a passion.  And really, who doesn’t love an infographic? So I thought I would share with you some of our favourite data visualisation peeps: •    Nick Rapp – Nick is the Graphics Director at Fortune magazine and is responsible for some great infographics. Check out his work here, here and here. •    David McCandless – David,


READ MORE

Closing an online community with integrity

Posted On July 21, 2011 By Sue Cash


There are many reasons why an online community could fail to deliver results for a brand.  The most common reasons are that the brand has difficulty getting customers to engage and that the brand is unable to collaborate with customers effectively.If you have an online community that is not delivering results and you decide to close it down, it is important to plan the closing of the community with the same vigour as the launch.The following 2 steps summarise our recommended approach:1. Cha


READ MORE

Social Contests

Posted On July 14, 2011 By Darren Sharp


The recent buzz surrounding the launch of Google+ overshadowed the release of a new social contest website called Prizes.org. Google acquired Prizes parent company Slide last year to make inroads into the lucrative social gaming market. Prizes enables people to post a task or question (like how to plan a trip to Italy), offer cash prizes as incentives and crowdsource the best solutions. Users are able to vote for their favourite entry and the contest creator gets to pick the winner or else they


READ MORE

Customer insight and action with Pulse

Posted On July 7, 2011 By Jeff Carruthers


We have tried hard over the years not to self-promote on this blog-site, so please excuse us on this one occasion with an announcement that we are very excited about! We are proud to announce the arrival of Pulse - a new "customer insight and action" platform; and we have marked the occasion with an introductory video that provides some flavour as to how it might assist you and your organisation.   Pulse is an on-line (or SaaS) platform that has a number of operational


READ MORE

Resonate’s Musings on Google+

Posted On June 30, 2011 By Larah Kennedy


Here at Resonate Solutions we have been busy playing with testing Google’s latest foray into social networking; Google+. This latest venture is still in beta testing so there are a few quibbles but for the most part we are unanimous that this might actually stand up as a contender to Facebook, which is a big call considering the flailing MySpace was just sold for a reported $35 million because it couldn’t compete.The best bits: Circles – you can intuitively group your contacts dependi


READ MORE

Why open your brand up to criticism?

Posted On June 24, 2011 By Sue Cash


When organisations are considering whether to build a branded online community, the most common reason I hear for deciding against this strategy is a concern about opening their brand up to criticism.   We agree that providing a platform for your customers to complain in public is a risk but this needs to be balanced with the risk of not providing the platform.  The proliferation of social networks and forums that provide this platform means that these complaints are already out ther


READ MORE

Using social media to attract prospective employees

Posted On June 17, 2011 By Larah Kennedy


Recently I’ve had a few friends ask me about how they can utilise social media to attract new employees to their business. So I thought I would share some of the advice I gave them.   There is no doubt that social media has experienced rapid growth over the past couple of years and that it’s changing the way brands communicate with customers. But what about how these brands interact


READ MORE

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