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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


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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


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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


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Google Creative Sandbox Sydney 2011

Posted On November 11, 2011 By admin


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


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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


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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


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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


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NPS in a Nutshell on Gruen Planet

Posted On October 6, 2011 By admin


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


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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.  


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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


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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.&


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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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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."