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CX Tips

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  • Four Steps to Driving Customer Experience in an Organisation

    By Anchalee Hasty • November 18, 2016
    Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
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  • A silhouette of a man targeting an arrow at a bullseye

    Guest Whitepaper: Is this the End of Targeted Customer Marketing?

    By Resonate • November 10, 2016
    This article originally appeared on www.ellipsisandco.com, click here to view the original article. There has been a bit of a revolution
  • Net Promoter Score – Stop Obsessing Over the Score

    By Anchalee Hasty • November 2, 2016
    For 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, 2016
    What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
  • Female employee working

    The Limitations of Frontline Focused Feedback Programs

    By Resonate • August 29, 2016
    I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and
  • Net Promoter Score

    Net Promoter Score® (NPS) Survey Design based on Co-creating with Customers

    By Resonate • August 19, 2016
    Net 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, 2016
    Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help
  • Busy Coffee shop

    How To Design A Killer NPS Program For Retailers

    By Resonate • July 7, 2016
    Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
  • Clothes hanging on closet

    Ignoring Customer Experience in Retail is Not an Option

    By Resonate • June 30, 2016
    Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that
  • Driving in a car

    5 Tips To Drive Business Growth with a CX Program

    By Resonate • June 8, 2016
      1. Customer Experience is one of the key strategies for your business.    2. You have the full support