cx trends insights

Tap into your employee's psyche to manage for success

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...

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Customer Experience at arm’s length. It’s all about your intermediaries.

Customer Experience at arm’s length. It’s all about your intermediaries.

For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...

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Don't let the Grinch steal Christmas. A complete guide to Detractors.

Don't let the Grinch steal Christmas. A complete guide to Detractors.

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...

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Employee Engagement the Santa way. Why the Elves are happy at work.

Employee Engagement the Santa way. Why the Elves are happy at work.

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...

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No idea how to build a Customer Journey Map? Here are our top tips

No idea how to build a Customer Journey Map? Here are our top tips

Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...

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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...

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To research or not research, that is the question

To research or not research, that is the question

Bob has a product

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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...

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the power to pioneer

Screw it, Lets do it

Screw it, Lets do it

Customer Experience lessons from Virgin Group  

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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...

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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...

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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...

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Net Promoter Score Predictor Growth

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.

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Net Promoter Score Predictor Growth

Customer satisfaction through the right questions

18 January 2019 – Smoke Customer Intelligence Metricising customer service for successful CX  

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Net Promoter Score Predictor Growth

Screw it, Lets do it

25 June 2018 – Andrew Cook Customer Experience lessons from Virgin Group  

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Net Promoter Score Predictor Growth

3 Things You Need to Acquire and Retain Millennial Insurance 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.

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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.

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Net Promoter Score Predictor Growth

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?

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Net Promoter Score Predictor Growth

How listening to your members improves their experience & 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.

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Smoke CI’s BEE level changes the future of small black-owned business

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.

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Net Promoter Score Predictor Growth

Who is responsible for customer experience in your company?

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.

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