cx trends insights

How to overcome the obstacles facing your VOC programme

How to overcome the obstacles facing your VOC programme

We have all seen the articles and research declaring that the ROI of customer experience being quite staggering – brands with superior customer...

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In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon

In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon

Recently, our CEO, Andrew Cook published his thoughts on how an inbound contact centre should measure their success (check out his eBook here). We...

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Increase response rates by 67% when using SMS as a survey channel

Increase response rates by 67% when using SMS as a survey channel

SMS is one of the oldest digital channels of B2C communication, with marketers tapping into its potential as early as 1999. The channel has remained...

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Best online CX courses to brush up on your CX skill

Best online CX courses to brush up on your CX skill

 The United Nations commemorates the right to education, both by enshrining the right in the Universal Declaration of Human Rights, and celebrating...

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Tap into your employee's psyche to manage for success

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...

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Customer Experience at arm’s length. It’s all about your intermediaries.

Customer Experience at arm’s length. It’s all about your intermediaries.

For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...

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Don't let the Grinch steal Christmas. A complete guide to Detractors.

Don't let the Grinch steal Christmas. A complete guide to Detractors.

There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...

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Employee Engagement the Santa way. Why the Elves are happy at work.

Employee Engagement the Santa way. Why the Elves are happy at work.

The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...

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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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Net Promoter Score Predictor Growth

7 opportunities to differentiate through CX in the automotive industry

20 May 2020 – Sarah Lubbe Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers struggling to identify unique features between competing brands.

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Net Promoter Score Predictor Growth

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

20 April 2020 – Smoke Customer Intelligence A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our daily vocabulary and for the most part, are unlikely to disappear any time soon. Our organisations are undoubtedly facing tough times – with some industries reporting as much as a 75% decline in profits. This tension and anxiety trickle down from the very top to employees at the front-line of customer experience, and this is perhaps where one of the most significant challenges lie for those seeking to maintain exceptional customer service despite the disruptions. 

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Net Promoter Score Predictor Growth

Managing the Voice of the Customer in Times of Crisis

26 March 2020 – Smoke Customer Intelligence We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a cool head, understanding the psyche of our customers and remembering that we have organisations to protect once the crisis is over.

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Net Promoter Score Predictor Growth

Understanding the words customer share

19 March 2020 – Smoke Customer Intelligence Customer feedback has become hugely popular over the last two decades. Thanks to its ease of implementation, quantitative research is a popular feedback mechanism. However, relying solely on this form of feedback means that customers are limited to responding to the questions asked. This creates a bias in that organisations are limited to the information in questions asked, with no insight into whether customers with to share insights into any areas not directly asked. It is important to include free form questions in data collection to encourage customers to share their thoughts in their own words. The challenge in the ability to translate these verbatim comments into usable insight

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Net Promoter Score Predictor Growth

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

25 February 2020 – Sarah Lubbe Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The widespread adoption of CX is hardly surprising thanks to the likes of Gartner and Forrester pointing to CX as the new battleground for customer wallet share. However, as Gartner points out, many have faced crises within their CX programmes in last three years, citing either lack of executive support or inability to prove ROI as being the leading causes of such hurdles. Forrester further highlights the importance, and struggle, that CX leaders face, by predicting that 1 in 4 CX pros may find their roles in questions if they are not able to unlock ROI within their functions. 

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Net Promoter Score Predictor Growth

The DNA of a Survey | Whitepaper

29 January 2020 – Sarah Mackenzie Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of the Customer (VOC) programmes to measure and track their performance.

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Net Promoter Score Predictor Growth

VOC for TCF compliance

23 January 2020 – Smoke Customer Intelligence   For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an effort to protect consumers, the concept of Fair Treatment has risen over the past decade. This practice intends to improve market practices in the industry in a way that ensures that bank customers are treated more fairly than in the past.   

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Net Promoter Score Predictor Growth

Aligning Patient Experience with HCAHPS

21 January 2020 – Smoke Customer Intelligence 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 combined spend of more than $8.7 trillion in the coming year. This consistent increase in spending is primarily driven by ageing and growing populations, market expansion and technology advances. 

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Net Promoter Score Predictor Growth

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

17 January 2020 – Smoke Customer Intelligence 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; however, despite the best intentions, 25% of all goals are abandoned as quickly as the 25th of January.

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