Article Category
CX Tips
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Net Promoter Score – Stop Obsessing Over the Score
By Anchalee Hasty • November 2, 2016For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over -
Closed Loop Feedback Empowers the Frontline
By Anchalee Hasty • September 20, 2016What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a -
The Limitations of Frontline Focused Feedback Programs
By Resonate • August 29, 2016I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and -
Net Promoter Score® (NPS) Survey Design based on Co-creating with Customers
By Resonate • August 19, 2016Net Promoter Score (NPS) based programs are established in many organisations. Most of them are using the standardised question “How likely -
The Customer Experience Glossary – Part 1
By Anchalee Hasty • July 14, 2016Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help -
How To Design A Killer NPS Program For Retailers
By Resonate • July 7, 2016Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional -
Ignoring Customer Experience in Retail is Not an Option
By Resonate • June 30, 2016Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that -
5 Tips To Drive Business Growth with a CX Program
By Resonate • June 8, 20161. Customer Experience is one of the key strategies for your business. 2. You have the full support -
How can Leaders Embody the Customer Centric Vision? Here are Six “Must Do’s”
By Jeff Carruthers • June 2, 2016Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation -
Why Closing the Loop is Essential for Driving Customer Advocacy
By Resonate • May 26, 2016Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this
