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

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

Four reasons your customer experience strategy might fail

In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the process of implementing a CX strategy, there are four hurdles you need to overcome to make sure it’s successful. Four common reasons that interfere with the success of your CX strategy 1.    Not linking CX to business goals … Read More

Why the insurance industry needs a helping hand

I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer strategies over the past decade. One of the things I have seen is that many struggle to let go of outdated business methodologies. While there are industry leaders who are interested in exploring CEM, few have fully realised how digital … Read More

Insurance industry spotlight: Improving customer retention through proactive customer experience

Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of connected technologies and online comparison tools is also making it difficult for insurers to differentiate themselves. As a result, insurance providers have to fundamentally change how they assess and manage risk. New strategies are needed to respond to these … Read More