cx trends insights

Uncovering your REAL customer experience

Uncovering your REAL customer experience

It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...

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Decluttering your Customer Experience Strategy

Decluttering your Customer Experience Strategy

As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...

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Winter is Here – Customer Experience lessons from Game of Thrones

Winter is Here – Customer Experience lessons from Game of Thrones

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,...

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Customer satisfaction through the right questions

Customer satisfaction through the right questions

Metricising customer service for successful CX  

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South African Insurance Company? 3 Things You Need to do to Acquire and Retain Millennial Customers

South African Insurance Company? 3 Things You Need to do to Acquire and Retain Millennial Customers

Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...

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Highlights from the CEM Africa Summit 2017

Highlights from the CEM Africa Summit 2017

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...

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Nine ways to improve customer experience in any industry

Nine ways to improve customer experience in any industry

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...

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Start listening to your members to improve their experience – and retention

Start listening to your members to improve their experience – and retention

The Medical scheme industry has become exceptionally competitive, adding even more challenges to your plate. From streamlining the claims process,...

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Bold Vision Drives Bold Action

Bold Vision Drives Bold Action

Big, hairy, audacious goals are what moves Smoke...

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Grit will get you through

Grit will get you through

Building a business is not easy. Building a...

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We never stop Dev'ing

We never stop Dev'ing

In the world of software, change is both...

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What you need to know about using Eyerys within Genesys

What you need to know about using Eyerys within Genesys

Smoke Customer Intelligence is an Appfoundry...

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Uncovering your REAL customer experience

Uncovering your REAL customer experience

It is inarguable that customer experience and...

Read More »
Decluttering your Customer Experience Strategy

Decluttering your Customer Experience Strategy

As the weather warms into Spring, many are...

Read More »
Net Promoter Score Predictor Growth

The Lifetime Value of a Customer

29 February 2016 – Smoke Customer Intelligence The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on to them for a prolonged period of time, versus what you stand to lose if your customers churn quickly.

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Net Promoter Score Predictor Growth

Employee experience matters – a lot!

1 February 2016 – Smoke Customer Intelligence Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall customer experience lifecycle. This took me back to a quote from Doug Leather’s book The Customer Centric Blueprint where he maintains that engaging your employees in your quest for customer-centricity may seem daunting, but small steps in the right direction are exponentially better than large steps nowhere.

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Net Promoter Score Predictor Growth

Why the insurance industry needs a helping hand

15 November 2015 – Andrew Cook I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer strategies over the past decade. One of the things I have seen is that many struggle to let go of outdated business methodologies. While there are industry leaders who are interested in exploring CEM, few have fully realised how digital CEM strategies can catapult their business to an all new high.

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Net Promoter Score Predictor Growth

Identifying customer needs: why it matters

29 June 2015 – Andrew Cook It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and services, they also want to know that your business understands their needs and wants. Identifying customer needs allows you to build your business on a strong foundation of customer-centricity.

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Net Promoter Score Predictor Growth

How important is the customer journey to you?

29 June 2015 – Andrew Cook I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a customer journey map and they’re losing out on a crucial tool that can be used to improve processes and reduce customer churn.

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Net Promoter Score Predictor Growth

Six reasons to focus on customer satisfaction

29 June 2015 – Andrew Cook Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s a well-known business adage that it’s cheaper to retain customers than it is to acquire news ones, and customer satisfaction is precisely what drives this truism. Slashed prices won’t reduce customer churn or negative word of mouth when the service that accompanies them is in the gutters.

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Net Promoter Score Predictor Growth

The ultimate customer experience management formula

29 June 2015 – Andrew Cook Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While every business leader I encounter is striving for the competitive edge of customer experience management, many still see it as a plug in to their business. 

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Net Promoter Score Predictor Growth

What does business process optimisation have to do with customer experience?

10 March 2015 – Andrew Cook Customer experience management is about balancing the fluffy stuff with optimal operations. Focusing on delighting your customers means that customer needs should tie in with business process optimisation. The one cannot be achieved without the other. Companies that prioritise successful business process optimisation find that they are able to offer long-lasting customer experience benefits.

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Net Promoter Score Predictor Growth

The next level: customer engagement

20 February 2015 – Andrew Cook Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new buzzword for customer experience or is it taking companies to the next level? Andrew Cook explores the concepts.

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