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Andrew Burns: 24 October 2014
As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers better. One of these tools is enterprise feedback management. Forrester Research defines enterprise...
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Andrew Cook: 17 October 2014
As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be...
2 min read
Andrew Burns: 09 October 2014
Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar...
2 min read
Andrew Burns: 02 October 2014
American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that...
2 min read
Andrew Burns: 26 September 2014
Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both...
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Andrew Cook: 19 September 2014
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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Andrew Cook: 12 September 2014
The importance of sound customer experience management solutions cannot be stressed enough. It provides business with the differentiator that’s...
3 min read
Andrew Burns: 04 September 2014
Survey. It’s a word that often evokes a shrug and a “meh” from customers. Another company, another survey. What’s the point?
1 min read
Smoke Customer Intelligence: 03 September 2014
Smoke CCS played a key role at this year’s International Avaya Users Group (IAUG) South African Chapter Conference that took place from 24-27 August,...
2 min read
Andrew Cook: 29 August 2014
We’ve discussed the importance of customer journey mapping in previous posts, but let’s have a look at a real-life example:
2 min read
Andrew Burns: 22 August 2014
Customer experience management. It sounds so simple on paper, but there is just one variable that’s difficult to control: the people.
2 min read
Andrew Cook: 15 August 2014
Creating a business that is focused on customer centricity can be challenging. You may need to address your business’ culture and how your employees...
