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Customer Experience Solutions

Customer Experience Solutions

Quick and effective roll out in 4-6 weeks

Our clients

Measuring and improving customer experience is how businesses can create advocates, drive competitive advantage, as well as increase their revenue.

Most businesses know this, however it is really hard to implement a system and process that works.

This is where we can help you:

  • Develop and design a suitable program
  • Manage the program implementation
  • Progress monitor and improve the program with you
  • Guide you through analysis, or analyse the results for you in order to inform strategic decisions

Our advanced technology and knowledgeable team enables us to roll out a comprehensive and effective solution in just 4-6 weeks.

User Stories

We put together a few user stories so you can see exactly what each user or role can do.

Customers

Providing you with context so you can understand and continuously improve the customer experience.

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Frontline Staff

Visualise customer feedback in real-time enabling improvements in the entire customer experience.

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Management

Understand your team’s performance, and the impact on customer experience.

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CX Team and Head Office

Visualise customer experience data, slice and dice feedback to get insights and drive excellent customer experiences.

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Executive and Business Owners

Easily and quickly gain a visual snapshot of key customer experience metrics by business area in order to understand the impact upon growth and revenue.

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Talk to us about customer experience solutions

What our Clients are Saying

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.

Jim Thompson
Chief Operating Officer, Walmart

Resonate has been instrumental in the rapid roll-out of NPS programs across a wide range of Optus Sales business units whilst maintaining high levels of quality & data integrity. Resonate have been a reliable source of thought leadership & advice as we have moved into new phases of the broader NPS Program roll-out.

Kathryn Adams-Erwin
Customer Experience Manager, Optus

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.

Justin Lee
Director of Customer Experience AU & NZ, Expedia

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.

Daryl D’Cruz
Head of Digital & Data, Sports Retailing, Super Retail Group

Resonate has rolled out over 16 touch point survey programs & four waves of the Market NPS program across multiple business units & stakeholders in the first year of our closed-loop feedback program. Resonate have 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
Group Manager Transformation & Strategy, Optus

Who are we?

At Resonate we pride ourselves in enabling organisations to put their customers at the centre of everything they do. We believe in making the impossible possible and being a master of our craft. We are Australian-based and agile, which means we can roll out a comprehensive and effective customer experience solution in four to six weeks.

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Why Resonate?

At Resonate we have the depth of knowledge that comes from over 10 years of providing customer experience solutions for clients like Optus, Walmart, Expedia and more. Our consultants are accredited in the Net Promoter System and experienced in the design and implementation of customer experience management solutions. We also support clients with analytics and consulting services to ensure successful change management and return on investment for the program.

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