1 min read
Is the NPS a predictor of growth?
Andrew Cook: 18 December 2014
18 December 2014 – Andrew Cook
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Andrew Cook: 18 December 2014
2 min read
Aiming high on your Customer Satisfaction Score
Andrew Burns: 11 December 2014
In a competitive marketplace where businesses vie for customers, your Customer Satisfaction Score is a key differentiator and, increasingly, has...
2 min read
Effecting efficiency and the Customer Effort Score
Andrew Burns: 05 December 2014
Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional...
2 min read
Up Your Net Promoter Score, Up Your Bottom Line
Andrew Cook: 28 November 2014
The rule of thumb in advertising when it comes to accessing the success of a TV commercial or any other radio, print or outdoor campaign is quite...
2 min read
Building customer-centricity solutions through adaptable software
Andrew Burns: 21 November 2014
Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business...
2 min read
Why you need customer journey mapping for your business
Andrew Cook: 17 November 2014
7 November 2014 – Andrew Cook
2 min read
Why measuring customer satisfaction is vital to reduce the churn rate
Andrew Burns: 14 November 2014
Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial...
2 min read
What’s your customer care strategy? Follow Mr Lawn’s example!
Andrew Cook: 31 October 2014
Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...
2 min read
What is enterprise feedback management?
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...
2 min read
Using email surveys for business analytics
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
What are customer requirements?
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
All listen and all action – the voice of the customer
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
Is email feedback the perfect survey choice?
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...
2 min read
Customer satisfaction wars
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...
2 min read
What difference do customer experience management solutions make?
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
Survey – from meh to magic
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 CCS talks customer engagement at IAUG Chapter Conference 2014
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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
Customer journey mapping in the insurance sector
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
Customer experience management: are your employees playing ball?
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
Customer centricity: the key to business success
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...