Case Study: BCF boosts customer advocacy with Resonate Solutions

BCF - Customer Case Study

BCF (Boating Camping Fishing), Australia’s largest outdoor retailer with more than 136 stores, wanted to better understand customer needs, pain points, and loyalty drivers as it scaled its business across stores and online. To do this, BCF partnered with Resonate Solutions to strengthen its customer experience program and keep customer feedback central to strategic decisions.

Resonate Solutions implemented an in-store customer experience program using short surveys, role-based dashboards, and real-time loop-closing tools through the Resonate platform and Echo mobile app. Over four years, BCF achieved a NPS increase of more than 17 points, while real-time and quarterly insights helped teams identify key issues such as price and staff service, improve performance, and later extend the program to online shopping and delivery to support its omni-channel strategy.

BCF