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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 conversation with clients was exceptional, and the maturity of the South African CEM market was...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
