An Effective Voice of Customer (VoC) Program transforms your business
as CX becomes the key to unlocking advocacy and sustainable competitive advantage.
77%
of businesses say improving customer experience is their top priority.
– FORRESTER
89%
of marketers expect customer experience to be their primary differentiator by 2017.
– GARTNER
Local Partner — world class customer experience management platform.
Move fast with a local team. Resonate has deep experience in implementing and managing VoC, CX, NPS and Employee Experience programs. Trusted by some of the largest brands in Australia to deliver customer experience management solutions and operationalise impactful feedback programs.
A Passionate Australian Based Team
More than just technology, the Resonate platform is backed by a team of dedicated CX professionals who continuously work with you to achieve your outcome. From program design to complex technical challenges the team believes in making magic.
Omnichannel
There is no “the right channel” when it comes to your customer engagement. With customer journeys becoming omni-channel, capture when the experience is fresh. Close the loop through multiple channels where customers will engage.
Secure and Scalable
Data security is a top priority at Resonate. All the data is delivered through the onshore cloud architecture that is secured with global security standards (ISO27001). The VoC platform is scalable for enterprise grade CX rollout and trusted by leading brands.
Closed loop feedback & NPS
The effective feedback system is a continuous loop and process. Listen to your customers, act on the feedback, discover new CX insights and improve your customer’s experience and then doing it all over again. This can be at a customer touchpoint or episode and when operationalised it can create ever improving customer experiences.
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— Daryl D’Cruz, Head of Digital & Data, Sports Retailing
“The Super Retail Group have utilised Resonate’s flexible NPS platform and worked closely with their experienced CX consultants since 2011. This partnership has ensured that customer insights are actionable and disseminated into every business unit from merchandising to staff training.” View Rebel Case Study
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— Justin Lee, Director of Customer Experience AU & NZ
“Resonate has enabled us to truly understand our customers and their experience with the Brand. The implementation of their Pulse “flying cards” system combined with their advice has not only ensured customer experience is top of mind at Expedia but also enabled us to drill down and obtain actionable insights to improve the customer experience.”
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— Jim Thompson, Chief Operating Officer
“Resonate has successfully rolled out and refined a transactional NPS platform across a 400 plus store network in China over the past three years. The program has been instrumental in establishing customer focus at a store level, and systematically increasing NPS across the network. The innovation, adaptability and resilience of the Resonate team has been greatly appreciated.” View Walmart Case Study