Customer Voice Archives

CX and the New Normal (Part 3) : Understand Opportunities from New Customer Personas,

March 28, 2025November 17, 2020 by Nate Barham

As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality,

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

March 28, 2025November 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

March 27, 2025September 20, 2016 by Anchalee Hasty

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

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

March 28, 2025June 30, 2016 by Resonate

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

August 16, 2024June 8, 2016 by Resonate

1. Customer Experience is one of the key strategies for your business. 2. You have the full support

May 2, 2025June 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