What is enterprise feedback management?

Enterprise Feedback Management

24 October 2014 – Andrew Burns As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers better. One of these tools is enterprise feedback management. Forrester Research defines enterprise feedback management as a “system of software and processes that enables organisations to … Read More

Using email surveys for business analytics

Email Surveys Business Analytics Mobile

17 October 2014 – Andrew Cook As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be obtained from email surveys. While not all businesses have the need for call centres, I can’t think of any business that doesn’t have the need for good customer service. … Read More

What are customer requirements?

Customer Requirements Understand Needs

09 October 2014 – Andrew Burns Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar in the sense that you need to be struck by an electric shock to develop the superpower of hearing your customers’ thoughts. The truth is, customer requirements aren’t difficult to understand; they … Read More

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