Customer Experience Archives | Page 5 of 6

Leading the Change for Customer Experience

March 28, 2025November 29, 2016 by Anchalee Hasty

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

March 28, 2025November 18, 2016 by Anchalee Hasty

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

January 19, 2026November 2, 2016 by Anchalee Hasty

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

January 19, 2026September 20, 2016 by Anchalee Hasty

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

March 28, 2025August 29, 2016 by Resonate

I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and

January 19, 2026August 19, 2016 by Resonate

Net Promoter Score (NPS) based programs are established in many organisations. Most of them are using the standardised question “How likely

March 28, 2025July 14, 2016 by Anchalee Hasty

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

March 28, 2025July 7, 2016 by Resonate

Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional

January 19, 2026June 30, 2016 by Resonate

Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that

January 19, 2026June 2, 2016 by Jeff Carruthers

Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation