
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...
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...
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...
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...
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...
Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...
For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...
Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...
There was a stage when McDonald’s clients’ satisfaction was on the decline. After two consecutive years of weakening scores, they focused on customer...
Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...
Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve...
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.
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.
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.
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.
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.
7 January 2020 – Smoke Customer Intelligence Smoke Customer Intelligence, a Voice of the Customer software provider, has been named as a Notable Vendor in the Gartner "Market Guide for Voice-of-the-Customer Applications" report. Gartner defines Voice of the Customer applications as those able to gather feedback across multiple channels, analyse such data and provide insight via dashboards.
27 November 2019 – Smoke Customer Intelligence Your customers are truly why you exist. Don't forget it
27 November 2019 – Smoke Customer Intelligence Your circumstances are not beyond your control, be they good or bad. In the bad times, there are things you can do to change them. In the good times, don't rest on your laurels.
18 November 2019 – Smoke Customer Intelligence It has been said that it takes 10 000 hours to become an expert at something. After a decade, the team at Smoke CI has collectively achieved more than 100 000 hours of CX expertise, but everyday, we continue to challenge ourselves to be better than we were yesterday
At Smoke Customer Intelligence we are passionately focused on giving organisations the ability to hear and understand their customers’ voices through proprietary software and intuitive insight. Our multi-channel survey offering engages your customers at various touchpoints along their customer journey with your organisation to measure moments-of-truth.