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...
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?
Improving insurance customer retention through customer experience
4 October 2016 – Smoke Customer Intelligence 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.
Tipping the customer centric culture conversion
3 October 2016 – John Dicks Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ cannot change to a customer centric culture overnight, but once it does, the results are profound and positive.