Winter is Here – Customer Experience lessons from Game of Thrones

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 … Read More

Customer satisfaction through the right questions

Metricising Customer Experience

Metricising customer service for successful CX   The world of customer retention and loyalty is a challenging, nuanced placed. Jargon and abbreviations litter the arena creating confusion as to what an organisation is actually seeking to achieve when embarking on a customer satisfaction or experience strategy. Words like Customer Service and Customer Experience are used interchangeably to describe any action … Read More

Screw it, Lets do it

Customer Experience lessons from Virgin Group   The story of the dyslexic teenager who built a billion-dollar empire is familiar to most. Richard Branson is a pioneer of the modern age, having forged an exceptional success story, despite the odds. While he is an outlier in the world of entrepreneurs, perhaps his most significant legacy is how he revolutionised the … Read More

South African Insurance Company? 3 Things You Need to do to Acquire and Retain Millennial Customers

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. Millennials not only have the ability to almost instantly search for, compare and find peer reviews on potential … Read More

Highlights from the CEM Africa Summit 2017

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 … Read More

Nine ways to improve customer experience in any industry

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? It’s important to make a customer … Read More

Start listening to your members to improve their experience – and retention

Member experience

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. From a customer perspective, product and price aren’t the only areas members look at any more. In a recent survey, the … Read More

Who is responsible for customer experience in your company?

Listen Take Action Voice of the Customer

After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this company” It was a rhetorical question, but the more I thought about it, the more I wanted to know who re. After 13 phone calls and four emails, I was no closer to resolving an easy query … Read More

Smoke Customer Intelligence Customer Support Portal

 Smoke Customer Intelligence Customer Support Portal As Smoke CI grows and strives for continual improvement, we have migrated our support ticketing system to a new, global provider. Through this new solution we are able to better manage our tickets, provide ever better support to our customers and gain deeper insight into our support to you to meet this continual improvement … Read More