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Author Archive

Anchalee Hasty

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From ME to WE – driving a team culture for better customer experience

Having worked in a few companies and having gone through mergers both large and small, I have experienced a variety

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Using Business Driver Data to be more Proactive with CX

In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside

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Leading the Change for Customer Experience

There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply

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Four Steps to Driving Customer Experience in an Organisation

Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than

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Net Promoter Score – Stop Obsessing Over the Score

For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over

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Closed Loop Feedback Empowers the Frontline

What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a

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The Customer Experience Glossary – Part 1

Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help

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Driving-Customer-Advocacy-with-Co-creation

Driving Customer Advocacy with Co-creation

Most companies now understand the value of being customer centric and are focusing efforts on improving and developing programs designed

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Blog-Resonate-Methodology

Our Delivery Methodology

Closed Loop Programs are transformation programs with technology playing an enabling role. We have several Net Promoter trained and accredited