cx trends insights

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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Empathy in times of Crisis  (otherwise known as giving a Damn)

Empathy in times of Crisis  (otherwise known as giving a Damn)

A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...

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Managing the Voice of the Customer in Times of Crisis

Managing the Voice of the Customer in Times of Crisis

We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...

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Don't look a gift horse in the mouth. Unhappy customers are a goldmine

Don't look a gift horse in the mouth. Unhappy customers are a goldmine

Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...

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The DNA of a Survey | Whitepaper

The DNA of a Survey | Whitepaper

Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...

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VOC for TCF compliance

VOC for TCF compliance

  For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...

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Aligning Patient Experience with HCAHPS

Aligning Patient Experience with HCAHPS

According to a study by Deloitte, global spending on healthcare will increase at an annual rate of more than 4% for the next two years, reaching a...

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The one resolution every CX manager should make (and keep)

The one resolution every CX manager should make (and keep)

It's a New Year, and many people use this time of year to set new goals for themselves. New Year's resolutions have become somewhat of a tradition;...

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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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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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Net Promoter Score Predictor Growth

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.

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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.

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Net Promoter Score Predictor Growth

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.  

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Net Promoter Score Predictor Growth

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.

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Net Promoter Score Predictor Growth

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?  

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Net Promoter Score Predictor Growth

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.

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Net Promoter Score Predictor Growth

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.

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