Uncovering your REAL customer experience
It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...
Celebrating the Women of Smoke CI
7 August 2019 – Smoke Customer Intelligence In 1956, 2000 South African women staged a march to the Union Buildings in protest of amendments to the Urban Areas Act. They acted against the proposed bill while showing unity and strength. The demonstration also forever added the phrase “When you have touched the woman, you have touched a rock” to our local lexicon. Sixty-three years later, we commemorate this day of action and continue to celebrate the strong, passionate and vibrant women of South Africa.
Winter is Here – Customer Experience lessons from Game of Thrones
11 April 2019 – Andrew Cook There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated, theorised or anticipated. Game of Thrones (GoT) season 8 debuts on the 14th April, and is sure to be full of plot twists, unexpected deaths and victories, sweeping filmography, and of course untold scheming. While the fantasy series is wholly entertaining (if a tad violent and morally questionable), there are interesting lessons to draw from the characters when it comes to customer experience.
Customer satisfaction through the right questions
18 January 2019 – Smoke Customer Intelligence Metricising customer service for successful CX
Screw it, Lets do it
25 June 2018 – Andrew Cook Customer Experience lessons from Virgin Group
South African Insurance Company? 3 Things You Need to do to Acquire and Retain Millennial Customers
25 May 2018 – Gustav van Pletzen Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending power. Companies in all industries from retail to insurance are now scrambling to understand and cater to this significantly different consumer.
Highlights from the CEM Africa Summit 2017
27 September 2017 – Smoke Customer Intelligence The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of conversation with clients was exceptional, and the maturity of the South African CEM market was obvious. As a country, we are starting to push boundaries and come up with innovative solutions and approaches to customer experience.
Nine ways to improve customer experience in any industry
29 August 2017 – Smoke Customer Intelligence It doesn’t matter which industry you’re in, if you have customers you need to provide a great customer experience. And make sure it’s what differentiates you from your competitors. There are so many ways you can improve customer experience (CX), but how do you know what’s right for your business? And where do you start?
Start listening to your members to improve their experience – and retention
22 August 2017 – Smoke Customer Intelligence The Medical scheme industry has become exceptionally competitive, adding even more challenges to your plate. From streamlining the claims process, managing costs, communication to members, member retention, attracting new members, to increasing member lifetime value and improving member experience.
Smoke CI’s new BEE level aims to change the future of South Africa with small black-owned businesses
2 August 2017 – Smoke Customer Intelligence Small, start-up businesses in South African face challenges on a daily basis. From finding the right partners to invest in the new business, all the way through to getting clients on board.