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