Resonate
Blog
The Limitations of Frontline Focused Feedback Programs
I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and
Blog
Net Promoter Score® (NPS) Survey Design based on Co-creating with Customers
Net Promoter Score (NPS) based programs are established in many organisations. Most of them are using the standardised question “How likely
Blog
How To Design A Killer NPS Program For Retailers
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
Blog
Ignoring Customer Experience in Retail is Not an Option
Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that
Blog
Why Closing the Loop is Essential for Driving Customer Advocacy
Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this
Blog
CX and VoC Programs – 3 tips for selecting a partner
An overall expertise in CX and VoC is critical to a good and successful partnership. As businesses recognise the value
