Article Category

CX Tips

1-10 of 95 results

View all Articles

  • 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
    Read More
  • 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
    Read More
  • 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
    Read More
  • 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
    Read More
  • 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
    Read More
  • 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
    Read More
  • 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
    Read More
  • 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
    Read More
  • How can Leaders Embody the Customer Centric Vision? Here are Six “Must Do’s”

    By Jeff Carruthers • June 2, 2016
    Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation
    Read More
  • How to Select the Best VoC Platform for your company

    Why Closing the Loop is Essential for Driving Customer Advocacy

    By Resonate • May 26, 2016
    Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this
    Read More