Smoke CI Articles
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3 min read
Improving insurance customer retention through customer experience
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
Tipping the customer centric culture conversion
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
Six Voice of the Customer strategies to optimise your call centre
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
Shifting perspectives on customer feedback in two minutes
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,...
2 min read
5 ways to analyse customer feedback to improve call centre CX
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
The Lifetime Value of a Customer
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...
2 min read
Employee experience matters – a lot!
Smoke Customer Intelligence: 01 February 2016
Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall...
1 min read
Why the insurance industry needs a helping hand
Andrew Cook: 15 November 2015
I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer...
2 min read
Identifying customer needs: why it matters
Andrew Cook: 29 June 2015
It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and...
2 min read
How important is the customer journey to you?
Andrew Cook: 29 June 2015
I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a...
2 min read
Six reasons to focus on customer satisfaction
Andrew Cook: 29 June 2015
Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s...
2 min read
The ultimate customer experience management formula
Andrew Cook: 29 June 2015
Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While...
2 min read
What does business process optimisation have to do with CX?
Andrew Cook: 10 March 2015
Customer experience management is about balancing the fluffy stuff with optimal operations. Focusing on delighting your customers means that customer...
2 min read
The next level: customer engagement
Andrew Cook: 20 February 2015
Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new...
2 min read
How can your company benefit from enterprise feedback management?
Andrew Cook: 13 February 2015
13 February 2015 – Andrew Cook
2 min read
Apples and oranges: the dangers of bad Net Promoter Score benchmarking
Andrew Cook: 15 January 2015
When we think about Net Promoter Scores, it’s easy to leap to Apple as the ideal player to emulate: how many other companies can boast such a fervent...
2 min read
Why is CSAT an important metric?
Andrew Burns: 09 January 2015
A company’s customer satisfaction score, or CSAT, may not be a crystal ball for understanding every aspect of your customers’ needs, but it can be an...
2 min read
Is it hard to be your customer?
Andrew Burns: 18 December 2014
The Customer Effort Score (CES) is rapidly gaining popularity as a way to measure customer experience. While both the Net Promoter Score and Customer...
1 min read
Is the NPS a predictor of growth?
Andrew Cook: 18 December 2014
18 December 2014 – Andrew Cook