cx trends insights

The black sheep no more. B2B Customer Experience finding its place

The black sheep no more. B2B Customer Experience finding its place

For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...

Read More »
To research or not research, that is the question

To research or not research, that is the question

Bob has a product

Read More »
7 opportunities to differentiate through CX in the automotive industry

7 opportunities to differentiate through CX in the automotive industry

Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...

Read More »
Empathy in times of Crisis  (otherwise known as giving a Damn)

Empathy in times of Crisis  (otherwise known as giving a Damn)

A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...

Read More »
Managing the Voice of the Customer in Times of Crisis

Managing the Voice of the Customer in Times of Crisis

We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...

Read More »
Don't look a gift horse in the mouth. Unhappy customers are a goldmine

Don't look a gift horse in the mouth. Unhappy customers are a goldmine

Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...

Read More »
The DNA of a Survey | Whitepaper

The DNA of a Survey | Whitepaper

Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...

Read More »
VOC for TCF compliance

VOC for TCF compliance

  For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...

Read More »

the power to pioneer

Screw it, Lets do it

Screw it, Lets do it

Customer Experience lessons from Virgin Group  

Read More »
Learn from McDonald’s success when it comes to customer experience

Learn from McDonald’s success when it comes to customer experience

There was a stage when McDonald’s clients’ satisfaction was on the decline. After two consecutive years of weakening scores, they focused on customer...

Read More »
What’s your customer care strategy? Follow Mr Lawn’s example!

What’s your customer care strategy? Follow Mr Lawn’s example!

Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...

Read More »
Customer satisfaction wars

Customer satisfaction wars

Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve...

Read More »
Net Promoter Score Predictor Growth

Smoke Customer Intelligence recognised in Gartner's for VOC Apps

7 January 2020 – Smoke Customer Intelligence Smoke Customer Intelligence, a Voice of the Customer software provider, has been named as a Notable Vendor in the Gartner "Market Guide for Voice-of-the-Customer Applications" report. Gartner defines Voice of the Customer applications as those able to gather feedback across multiple channels, analyse such data and provide insight via dashboards.

Read More »
Net Promoter Score Predictor Growth

Customers at the Center

27 November 2019 – Smoke Customer Intelligence Your customers are truly why you exist. Don't forget it

Read More »
Net Promoter Score Predictor Growth

Timing is everything

27 November 2019 – Smoke Customer Intelligence Your circumstances are not beyond your control, be they good or bad. In the bad times, there are things you can do to change them. In the good times, don't rest on your laurels.

Read More »
Net Promoter Score Predictor Growth

Hone your Craft

18 November 2019 – Smoke Customer Intelligence It has been said that it takes 10 000 hours to become an expert at something. After a decade, the team at Smoke CI has collectively achieved more than 100 000 hours of CX expertise, but everyday, we continue to challenge ourselves to be better than we were yesterday

Read More »
Net Promoter Score Predictor Growth

The opportunity of insight

18 November 2019 – Smoke Customer Intelligence Measurement creates knowledge. Knowledge creates insight. Insight creates opportunity. When you have the ability to listen to your customers, you have the ability to understand what they want, and then create programmes that deliver exceptional experiences.

Read More »
Net Promoter Score Predictor Growth

South African business conquering the world

18 November 2019 – Smoke Customer Intelligence From the Kreepy Krauly to the CAT scan and Pratley's Putty,  South African products have time and again proven their clout on the global stage. While operating from the southern tip of Africa can be challenging, the spirit and acumen within our organisations are unparalleled.

Read More »
Net Promoter Score Predictor Growth

CX is a journey, not a destination

18 November 2019 – Smoke Customer Intelligence Many organisations embark on a CX strategy with a future state in mind. This is of course the starting point of any successful strategy, but those organisations that truly succeed at Customer Experience understand that the end point is an idea, not a destination, and that CX is an evolving, and continuous journey, one that you are never done with. 

Read More »
Net Promoter Score Predictor Growth

Reliability feeds innovation

18 November 2019 – Smoke Customer Intelligence Innovation has become a catch phrase used by many organisations, however, often it is not translated into action or long lasting impact. The bedrock of innovation is creating a reliable and stable base from which technology can be invented and employees can create the future with certainty

Read More »
Net Promoter Score Predictor Growth

Bold Vision Drives Bold Action

12 November 2019 – Smoke Customer Intelligence Big, hairy, audacious goals are what moves Smoke CI forward. Throughout our 10 year history we have set ourselves goals, that from the outside, seem impossible to achieve. This ethos has enabled our growth and inspired us to create client solutions beyond expectation.

Read More »