CoFFEE WITH RESONATE
Utilising the Power of CX Data Featuring Tops Day Nurseries
Discover how Tops Day Nurseries utilised our Customer Experience (CX) Platform to amplify the voices of parents, employees, and children.
Key Learnings
Importance of Customer Experience
Sam King emphasises investing in customer experience during turbulent times to sustain business, making customer focus vital.
Starting the Customer Experience Program
Introduction of metrics for understanding customer experience has become central to the organisation’s KPIs.
Benefits of the Customer Experience Program
Tops Day Nurseries revealed unnoticed areas of improvement.
Utilization of Customer Experience Data
Tops Day Nurseries explains how the insights from Resonate CXM platform reports helped teams and board members make regional and strategic decisions?
Key Insights from Customer Experience Feedback
Through the platform, Tops Day Nurseries was able to identify issues with delayed responses, they have implemented change in administrative processes, and the feedback overall led to significant improvements in parent satisfaction.
Positive Impacts of the Program
By focusing on understanding the ‘neutral’ responders to prevent them from becoming detractors, Tops Day Nurseries has helped in refining systems and processes based on broader issues rather than specific complaints.
Future Directions for Customer Experience Management
They have plans to extend successful modules, specifically targeting new parents’ experiences. They also aiming for deeper insights into different segments and possibly using feedback for piloting new changes.
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