
Tap into your employee's psyche to manage for success
The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...
The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...
There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...
The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...
Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...
For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...
Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...
There was a stage when McDonald’s clients’ satisfaction was on the decline. After two consecutive years of weakening scores, they focused on customer...
Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...
Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve...
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.
18 January 2019 – Smoke Customer Intelligence Metricising customer service for successful CX
25 June 2018 – Andrew Cook Customer Experience lessons from Virgin Group
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.
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.
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?
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.
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.
27 July 2017 – Smoke Customer Intelligence 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.
At Smoke Customer Intelligence we are passionately focused on giving organisations the ability to hear and understand their customers’ voices through proprietary software and intuitive insight. Our multi-channel survey offering engages your customers at various touchpoints along their customer journey with your organisation to measure moments-of-truth.