2012 Predictions

Posted On December 15, 2011 By Darren Sharp

  With the silly season almost upon us it’s time to dust off the old crystal ball and have a bit of fun with some predictions about what’s in store for 2012. Apart from the world ending (yet again!) according to the Mayan Calendar, 2012 is set to usher in even more disruption via social, local and mobile technologies.   According to Forrester Research founder George Colony 2012 will see the rise of the App Internet – where powerful in-cloud services are transm


Leveraging existing customer verbatims

Posted On November 24, 2011 By Sue Cash

I’m a firm believer in “what gets measured, gets better” and so I often suggest to clients that they not only track the quantitative side of their relationship with customers (value, recency), but the qualitative side as well (satisfaction, attitudes, advocacy and ideas).  This could include gathering comments from the multitude of customer touchpoints including call centres, your Facebook page, online community site (or any form of social functionality within your brand s


Online Astroturfing

Posted On November 17, 2011 By Darren Sharp

Online astroturfing is the practice of creating fake reviews of products and services for the purpose of building seemingly “grassroots” support for a brand. Competition for consumers’ attention across a wide spectrum of media channels has led some marketers to employ deceitful conduct to give their clients' products a positive spin in review sites, Twitter, blogs and other forms of social media.    Word-of-mouth marketing, peer reviews and recommendati


Google Creative Sandbox Sydney 2011

Posted On November 11, 2011 By Larah Kennedy

A couple of us Resonate peeps attended the Google Creative Sandbox event at CarriageWorks in Sydney on Tuesday night and got a sneak peek at some Google’s latest tools and applications. The event resembled some sort of construction site and we were served cocktails and canapés by wait staff dressed in high vis vests and hard hats.   Around the room were different stations demonstrating different Google products, with YouTube, Google+, Maps, Mobile and Chrome all on display. W


NPS and the search for accountability

Posted On October 30, 2011 By Jeff Carruthers

Closed Loop Feedback or Net Promoter® programs, to use one of our most overused cliches, are "journeys not destinations". However, compared to many other transformation programs they have one important advantage - an evidence-based measurement system that tells you whether your journey is broadly headed in the right direction - or after a while, even worth taking at all. There is no where to hide with these programs - they either work or they don't.   So what


Making sense of customer verbatims

Posted On October 21, 2011 By Sue Cash

Making sense of large quantities of customer verbatims has been a challenge for researchers for many years and more recently for people working in social media.  This includes everything from questions that have opened ended “Other” responses to paragraphs of customer verbatims that describe their response to a question, reason for a particular NPS®, innovative idea (for co-creation with a brand) or even complaint. These can be gathered from surveys, feedback forms, call cen


Social Media and Occupy Wall St

Posted On October 14, 2011 By Darren Sharp

Social media has played a defining role in the continuing Occupy Wall St protests, a movement that kicked off in New York and has now spread to cities across the globe. Protestors have used a variety of social media tools to coordinate activities, communicate messages of support and raise funds for the ongoing campaign.  Many innovative uses for new social technologies have emerged including: Messaging app Vibe which has been dubbed “the anonymous, activist version o


NPS in a Nutshell on Gruen Planet

Posted On October 6, 2011 By Larah Kennedy

If you happened to catch last night’s episode of Gruen Planet on the ABC you would have seen Consumer Psychologist Adam Ferrier describing the Net Promoter Score℠. It is probably one of the most simplified explanations I’ve heard and it went a little like this: Take the number of people promoting the brand and subtract the number of people detracting the brand and express that as a percentage. This equals your Net Promoter Score and can be correlated to brand growth. Adam even had


Net Promoter Programs: Separating Signal from Noise

Posted On October 2, 2011 By Jeff Carruthers

The enormous amount of customer feedback data generated by Net Promoter 1 (Closed-Loop Feedback, Customer Insight & Action, Voice of the Customer etc) programs generates a very interesting challenge: "how do you separate out the signal from the noise?" The programs that we are involved with follow a four step process of 'Listen', 'Act', 'Discover' & 'Improve' that reflect at least two levels of analysis and action.  


The Key to Success from your Voice of the Customer Program

Posted On September 22, 2011 By Sue Cash

The corporate world has long known the power of the voice of the customer.  This started decades ago with traditional paper feedback forms but has evolved to include Net Promoter® programs (that measure advocacy), customer satisfaction surveys and online communities that all give your customers a voice.  Now thanks to the prevalence of social media in Australia, listening to the blogosphere can inform you almost instantly of your successes and failings.  And, if integrated wit


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.&


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


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