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...
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.
Customer satisfaction through the right questions
18 January 2019 – Smoke Customer Intelligence Metricising customer service for successful CX
Screw it, Lets do it
25 June 2018 – Andrew Cook Customer Experience lessons from Virgin Group
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.
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.
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.