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...
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?
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.
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.
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.
Four reasons your customer experience strategy might fail
21 July 2017 – Smoke Customer Intelligence 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.
Smoke Customer Intelligence Customer Support Portal
21 July 2017 – Smoke Customer Intelligence 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 goal.
Learn from McDonald’s success when it comes to customer experience
21 June 2017 – Smoke Customer Intelligence There was a stage when McDonald’s clients’ satisfaction was on the decline. After two consecutive years of weakening scores, they focused on customer experience through their employees to improve their business.
Are you maximising client feedback?
25 May 2017 – Smoke Customer Intelligence Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to you.
Post-call IVR surveys… Are you committing these four deadly sins?
25 May 2017 – Smoke Customer Intelligence Post-call IVR surveys… Are you committing these four deadly sins?