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Smoke Customer Intelligence: 27 August 2019
As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason for this. Although we do not hibernate in winter months, the decrease in sunlit hours triggers the...
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8 min read
Smoke Customer Intelligence: 07 August 2019
In 1956, 2000 South African women staged a march to the Union Buildings in protest of amendments to the Urban Areas Act. They acted against the...
3 min read
Andrew Cook: 11 April 2019
There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...
2 min read
Smoke Customer Intelligence: 18 January 2019
Metricising customer service for successful CX
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Andrew Cook: 25 June 2018
Customer Experience lessons from Virgin Group
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Gustav van Pletzen: 25 May 2018
Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...
2 min read
Smoke Customer Intelligence: 27 September 2017
The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of...
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Smoke Customer Intelligence: 29 August 2017
It doesn’t matter which industry you’re in, if you have customers you need to provide a great customer experience. And make sure it’s what...
1 min read
Smoke Customer Intelligence: 02 August 2017
Small, start-up businesses in South African face challenges on a daily basis. From finding the right partners to invest in the new business, all the...
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Smoke Customer Intelligence: 27 July 2017
After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this...
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Smoke Customer Intelligence: 21 July 2017
In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the...
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Smoke Customer Intelligence: 21 July 2017
As Smoke CI grows and strives for continual improvement, we have migrated our support ticketing system to a new, global provider. Through this new...
1 min read
Smoke Customer Intelligence: 25 May 2017
Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to...
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Smoke Customer Intelligence: 25 May 2017
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Smoke Customer Intelligence: 04 October 2016
Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of...
2 min read
John Dicks: 03 October 2016
Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ cannot change to a...
4 min read
Guarin Coetzee: 30 September 2016
Six Voice of the Customer strategies to optimise your call centre Voice of the Customer survey technology can be a powerful tool for managing and...
2 min read
John Dicks: 28 June 2016
Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients,...
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Smoke Customer Intelligence: 15 June 2016
Four out of ten contact centres don’t analyse the data they collect… Contact centres are known for the vast number of metrics they use to measure...
3 min read
Smoke Customer Intelligence: 29 February 2016
The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on...
