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Voice of Customer

Voice of Customer Programs: How to get actionable insights

October 28, 2022May 20, 2020 by Awais Jan
voice of customer

I have a Voice of Customer (VoC) program, how do I get actionable insights? Over recent years, it has become …

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Categories Best Practices, Customer Experience Management

When Personal Best is Not Enough! The Missing Competitive Link in NPS.

September 4, 2023July 10, 2017 by Jeff Carruthers

“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it …

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Categories Customer Experience Management, CX Metrics, Resonate Insider, Retail

Customer Journey Maps – From Sticky Notes to Sticky Customers!

October 21, 2022June 22, 2017 by Jeff Carruthers

As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map – …

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Categories Best Practices, Customer Experience Management, CX Metrics, Resonate Insider

Leading the Change for Customer Experience

November 3, 2022November 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 …

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Categories Customer Experience Management, Resonate Insider

Four Steps to Driving Customer Experience in an Organisation

November 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 …

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Categories Best Practices, Customer Experience Management, Resonate Insider

How To Design A Killer NPS Program For Retailers

September 12, 2023July 7, 2016 by Resonate

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

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Categories Best Practices, Customer Experience Management, CX Metrics, Retail

Ignoring Customer Experience in Retail is Not an Option

September 4, 2023June 30, 2016 by Resonate

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

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Categories Best Practices, Customer Experience Management, Resonate Insider, Retail

5 Tips To Drive Business Growth with a CX Program

April 18, 2023June 8, 2016 by Resonate

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

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Categories Customer Experience Management, CX Metrics, Resonate Insider

Why Closing the Loop is Essential for Driving Customer Advocacy

April 24, 2023May 26, 2016 by Resonate
How to Select the Best VoC Platform for your company

Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this …

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Categories Customer Experience Management, CX Metrics, Resonate Insider

CX and VoC Programs – 3 tips for selecting a partner

October 28, 2022May 16, 2016 by Resonate

An overall expertise in CX and VoC is critical to a good and successful partnership. As businesses recognise the value …

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Categories Best Practices, Customer Experience Management, CX Metrics, Resonate Insider
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Recent Posts

Improve In-Store Sales With An Omni-Channel Retail Approach

Improve In-Store Sales With An Omni-Channel Retail Approach

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Customer Purchase: When Do Customers Make an Impulse Buy? 

Customer Purchase: When Do Customers Make an Impulse Buy? 

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Top Causes of In-Store Churn and How to Prevent Them

Top Causes of In-Store Churn and How to Prevent Them

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In-store Shopping Experience: Why Customers Keep Coming Back

In-store Shopping Experience: Why Customers Keep Coming Back

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Article Categories

  • B2B4
  • Best Practices34
  • COVID-196
  • Customer Experience5
  • Customer Experience Management64
  • Customer feedback3
  • Customer feedback platform2
  • CX Metrics17
  • CXBites3
  • Education1
  • Employee Experience5
  • Financial Services2
  • Healthcare3
  • IT/Tech3
  • Local Government1
  • New Normal Series2
  • Opportunity Series2
  • Resonate Insider21
  • Retail14
  • Uncategorized16
  • VOC platform1
  • Voice of the Customer3

Sandvik
Case Study
Improving Customer Loyalty with Sandvik
Sandvik Australia region partnered with Resonate with an intention to stay close to their customers and understand, enhance the experience of their customers.
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Expedia
Case Study
Helping Expedia focus on key drivers that matter the most
Expedia ANZ partnered with Resonate to understand and enhance their customers experience.
Read more
Rebel
Case Study
The Power of Customer Feedback with Rebel
Find out how Rebel, the Super Retail Group and Resonate have been working together to drive customer experience throughout their organisation.
Read more
Walmart
Case Study
How Walmart Empowered their Frontline to Improve Customer Experience
Operating in a highly competitive market, Walmart set out to integrate the voice of the customer into their everyday operations.
Read more
NSW
Case Study
On a Customer-first transformation journey with NSW Business Chamber
NSW Business Chamber, a B2B workplace relations solution provider set out on their digital customer first journey and forayed into voice of the customer solutions. Find out more about their journey and successes around their first VOC program.
Read more
BCF
Case Study
Omnichannel Experience Delivery with BCF
With more than 136 stores across every state of mainland Australia, BCF is the largest outdoor retailer in the country. Find out how they realised a successful omnichannel strategy through their successful VoC programs.
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  • Product
    • Customer Experience Platform
    • NPS Platform
    • Employee Experience Platform
    • Social Suite | Resonate Solutions
    • Complaints Experience
    • Facial Emotion Analytics
    • Resonance – Market Research
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    • B2B
    • Education
    • Local Government
    • Case Studies
  • Resources
    • Resonate Blog
    • Case Studies
    • Reports
      • State of Brick-and-Mortar Retail Customers
      • Childcare Customer Opportunities
      • E-commerce Insights
    • Webinars
      • Current State of Brick-and-Mortar Retail Customers
      • LGA Citizen Experience Opportunities 2023
    • Glossary
  • About
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  • Request Demo