How TheirCare Uses Resonate CX to Elevate Customer Experience and Drive Growth
Christian (from TheirCare) and Vereen (from Resonate CX) chat over coffee, discussing TheirCare’s focus on customer experience and their journey with Resonate to accelerate customer delight.
Building a Strong CX Foundation with Data
Start Strong: Onboarding Matters
TheirCare introduced 30- and 90-day onboarding surveys to capture crucial early feedback—recognising that a family’s first impression shapes long-term loyalty.
CX Data Isn’t Just for Executives
Data from Resonate CX is actively used across all management levels—from service teams to regional leads—ensuring everyone is aligned on performance and improvements.
Pain Points Are Opportunities in Disguise
Feedback helped TheirCare identify challenges like enrollment friction early on, allowing them to act fast and improve the initial customer experience.
Weekly Detractor Reviews = NPS Growth
By spotlighting detractors in weekly meetings and having area managers follow up directly, TheirCare saw a significant jump in NPS within months.
Celebrate What Works, But Fix What Hurts
Positive feedback confirmed what services were doing well, but TheirCare focused just as hard on understanding and solving recurring complaints.
Growth with Heart
As TheirCare scales to 600–700 services nationally, their CX mission remains clear: offer safe, enriching, and affordable experiences that meet the evolving needs of families.
