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NSW BusinessChamber

Client Background

CASE STUDY

B2B ServicesWorkplace

relations solution provider

We wanted to work with a partner who would help us navigate the waters of a Voice-of-Customer pilot as part of our digital customer-first transformation. The integrity and commitment of the Resonate team is something not often come upon in partner. Our journey was made so much more effective and efficient because we knew they were in it for our success.

- Mei Koon, General Manager Marketing and Communications

“ Partners Australian Chamber of Commerce members

in NSW, VIC, TA and SA

60 years workplace relations advisory experience

Key Challenges

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Operationalize Customer experience feedback programs across 2 of their key customer journeys with critical touchpoints

Identify key driving factors effecting the advisors and the advice offered

Introduce a voice of customer program to the internal team and mobilize the team for closing the loop and driving greater internal customer centricity

Capture and baseline their customer advocacy scores and improve them over time

Solutions and BenefitsConsulted and designed feedback program as it was the first time this had been done within the organization at scale

Successfully completed with a scope covering clients across 2 episodes

Achieved high engagement with clients with over 25% response rates in the Call and Escalate program

Analyzed and identified top 3 drivers for advisors to focus on while engaging with clients

Identified top two drivers which can lead to customer delight while designing advice packages for the customers

Achieved a consistent operational rhythm of quickest turnaround in closing the loop with their customers through real time alerts and in app notifications

Helped prove out the business case for an active customer feedback program

W W W . R E S O N A T E S O L U T I O N S . C O M . A U

Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld

Resonate Solutions

w resonatesolutions.com.aue info@resonatesolutions.com.au

t +61 (02) 9957 9400

Through technology, our solutions help organisations to break down siloes and barriers in order to deliver exceptional customer experiences.

Resonate Solutions is experienced in end-to-end solutions management for customer experience and voice of customer programs.

Experienced in Customer Experience Management Programs

End-To-End Solutions Mangement

Experienced in rolling out and managing customer experience programs to leading global and local brands.

Continual Growth And Innovation

The customer advocacy landscape is always evolving, and we are too. Our team is constantly adding leading edge functionality, growing with you and enabling you to better understand your customers.

On-Going Support

Our experienced team will work with you throughout the life of the project to manage and support you.

Deep Customer Advocacy Experience

As Globally Accredited NPS consultants, we pride ourselves in delivering expert advice and sharing our experience with your business.

Australian Based

We partner with businesses to deliver innovative customer experience management both locally and internationally.

Fast And Agile

We will partner with you and work with you to deliver results fast, and in an agile manner.