Imagine for a moment that your business is a grand theatre. At the center of the spotlight stands your customer. Around them, your team sits in the audience, completely engrossed and eager to respond to their needs. This is what it’s like to have Customer Centre Stage—a simple yet profound solution that puts the customer where they’ve always belonged: at the very heart of your organisation.
What is Resonate CX Customer Centre Stage?
Customer Centre Stage places your customer in the spotlight and instill a customer-first mindere in your team. It’s a real-time dashboard displayed prominently, showing customer feedback, Net Promoter Scores (NPS), and satisfaction ratings (CSAT). Think of it as an “always-on” news channel about your most important audience: your customers.
And it’s not just for show. Leadership teams use it to make informed and strategic decisions, managers rely on it to spot issues before they escalate, and frontline staff see how their daily efforts make a difference. It’s the glue that keeps everyone aligned with what matters most—serving the customer. Customer Centre Stage transforms the way organisations listen, act, discover, and improve.
Why having a customer-centric work culture pays off
For some organisations, getting feedback from customers is easy. But ensuring it gets the attention it deserves is where most organisations stumble. Feedback often gets buried under daily operations, and critical issues go unresolved.
Customer Centre Stage solves this problem by making customer voices impossible to ignore. It shows feedback in real-time on a big screen, highlighting urgent issues (like red flags) and celebrating successes. Are there burning issues? Time to resolve them—and the Centre Stage shows exactly that. Updated real-time, it’s a constant reminder of what your customers are saying and feeling. This visibility ensures everyone stays focused and aligned.
When teams see real-time feedback on a screen, they’re constantly reminded of the human stories behind the numbers. It shows the real impact behind the issues they are trying to resolve. It shows that they’re not just trying to bring NPS scores up, but that they’re helping real people with real problems.
Moreover, when employees see customers’ needs clearly, they naturally adopt a customer-first approach. They align their actions to serve better, faster, and with more heart. It’s like having a compass that always points to “the customer.”
And when they see customers are happy? They are more motivated to work harder and do better.
Building a customer-first organisation: where to start
You might think, “This sounds great, but how do I get my team to think this way?” It starts with understanding human nature. People will rally around a common purpose if they feel connected to it. And that’s precisely what Customer Centre Stage does.
Here are three ways to inspire customer-centricity across your organisation:
- Make feedback visible and tangible. When teams see customer feedback, ratings, and even urgent red cards on a big screen, it feels real—and real problems demand real solutions.
- Celebrate the wins. People crave recognition. By showcasing top-performing teams on leaderboards, you encourage healthy competition and remind everyone what success looks like.
- Close the loop. As we always say, “Don’t just listen to feedback, act on it.” Show your team that their efforts lead to positive change, and they’ll be motivated to keep going.
Read more about closing the loop: Why Closed Loop Feedback is Important to Increased Customer Advocacy
The benefits of customer centre stage
When you give your customers the attention they deserve, amazing things happen. Employees feel more engaged, customers feel valued, and your business thrives. Here’s what you can expect:
- Better decisions: Teams respond faster to issues because they see them in real-time.
- Stronger alignment: Leadership and frontline staff work toward the same goals.
- Happier customers: When customers feel heard, and issues are resolved quickly, they stick around—and they tell others.
But perhaps the biggest benefit is harder to measure. It’s the trust you build. When customers see you’re genuinely listening and acting on their feedback, you earn something far more valuable than revenue—you earn loyalty.
Steps to build a customer-first culture
It’s one thing to understand the benefits of customer-centricity. It’s another to make it part of your culture. Here’s a step-by-step guide to get there:
- Lead by example. Leadership must champion the cause by actively encouraging their teams to keep an eye out for any burning issues and positive feedback on the Customer Centre Stage feedback cards.
- Engage every level. Ensure everyone can access the same customer insights from the boardroom to the breakroom. Screens should be strategically placed where every employee can see real-time updates.
- Recognise and reward. Leverage leaderboards to spotlight top performers and inspire others.
- Keep it simple. Focus on a few key metrics that matter most to your customers and your business.
Real stories, real impact
Imagine a business where everyone—leaders, managers, and frontline staff—has the clarity and tools to act on what matters most: the voice of the customer. Jason Grives, Central Operation Manager at Anaconda, puts it perfectly:
The leadership team at Thrive Early Learning Centres also uses the Customer Centre Stage to see the latest customer feedback on a large screen, and immediately understanding how they can make a difference. As Craig Talberg, Group General Manager at Thrive Early Learning Centres, explains:
These testimonials are proof of what happens when feedback becomes a living, breathing part of an organisation’s culture. Beyond displaying data, Customer Centre Stage transforms it into actionable insights, fosters collaboration, and builds a shared sense of purpose. When every member of your organisation feels connected to the customer, the results are nothing short of extraordinary. And our customers are here to prove it.
Read more: Resonate CX case studies.
Conclusion
So, ask yourself: Are your customers truly the star of your show? If not, maybe it’s time to let them take centre stage.
Place your customer in the spotlight and instill a customer-first mindset in your team today.
We’re here to help: https://www.resonate.cx/ask/
