All listen and all action – the voice of the customer

Listen Take Action Voice of the Customer

02 October 2014 – Andrew Burns American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that applies to all facets of life, including the voice of the customer. It provides the secret key to gaining a competitive advantage. You need to learn how to listen and understand the voice … Read More

Is email feedback the perfect survey choice?

Email Feedback Perfect Survey Choice Mobile

26 September 2014 – Andrew Burns Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both corroborates and solidifies the notion that email has become the preferred channel of communication for people. In the customer care sector in particular, email … Read More

Customer satisfaction wars

Customer Satisfaction Wars Gloves Off

19 September 2014 – Andrew Cook Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve every step of the service chain. However, many companies still struggle with this notion, because how do you quantify customer satisfaction from the perspective of each individual customer? There are four aspects that … Read More

What difference do customer experience management solutions make?

Customer Experience Management Solutions Agreement

12 September 2014 – Andrew Cook The importance of sound customer experience management solutions cannot be stressed enough. It provides business with the differentiator that’s needed in today’s competitive environment. This being said, it is as crucial to focus on proven customer experience management solutions, because the horse still needs to pull the carriage. Quite often, companies create in-house surveys … Read More

Survey – from meh to magic

Survey Magic Improving Customer Satisfaction Surveys

04 September 2014 – Andrew Burns Survey. It’s a word that often evokes a shrug and a “meh” from customers. Another company, another survey. What’s the point? While businesses have accepted that the survey is one of the best ways to obtain feedback, customers often feel that nothing ever comes from their responses. A survey allows for a business to … Read More

Smoke CCS talks customer engagement at IAUG Chapter Conference 2014

IAUG Chapter Conference 2014

Smoke CCS played a key role at this year’s International Avaya Users Group (IAUG) South African Chapter Conference that took place from 24-27 August, 2014. The annual IAUG conference is the key event for South African users of Avaya systems to come together and share experiences, challenges and best practices. The four-day conference saw members of the Avaya community from … Read More

Customer journey mapping in the insurance sector

Customer Journey Mapping Insurance Industry

29 August 2014 – Andrew Cook We’ve discussed the importance of customer journey mapping in previous posts, but let’s have a look at a real-life example: At 8am, Jerry was stuck in bumper-to-bumper traffic on William Nicol Drive. Suddenly, a taxi changed lanes and rammed straight into Jerry’s Golf. The damage to the passenger door and side mirror wasn’t pretty, … Read More

Customer experience management: are your employees playing ball?

Customer Experience Employees Team Work

22 August 2014 – Andrew Burns Customer experience management. It sounds so simple on paper, but there is just one variable that’s difficult to control: the people. In a previous post, we looked at how customer experience management addresses every aspect of the individual’s interaction with your company. From a decision maker’s perspective, it is easy to see why customer experience … Read More

Customer centricity: the key to business success

Customer Centric Business Focus SUccess

15 August 2014 – Andrew Cook Creating a business that is focused on customer centricity can be challenging. You may need to address your business’ culture and how your employees think and act, but you’ll also need to change your customers’ collective mind-set. Perhaps, you may even need to change your own way of thinking and adapt to a new business model … Read More