cx trends insights

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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No idea how to build a Customer Journey Map? Here are our top tips

No idea how to build a Customer Journey Map? Here are our top tips

Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...

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The black sheep no more. B2B Customer Experience finding its place

The black sheep no more. B2B Customer Experience finding its place

For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...

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To research or not research, that is the question

To research or not research, that is the question

Bob has a product

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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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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

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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Net Promoter Score Predictor Growth

Smoke Customer Intelligence recognised in Gartner's for VOC Apps

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.

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Net Promoter Score Predictor Growth

Customers at the Center

27 November 2019 – Smoke Customer Intelligence Your customers are truly why you exist. Don't forget it

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Net Promoter Score Predictor Growth

Timing is everything

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.

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Net Promoter Score Predictor Growth

Hone your Craft

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

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