4 min read
To research or not research, that is the question
Sarah Lubbe: 19 August 2020
Betty has a product
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Sarah Lubbe: 19 August 2020
6 min read
7 opportunities to differentiate through CX in the automotive industry
Sarah Lubbe: 20 May 2020
Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...
2 min read
Empathy in times of Crisis (otherwise known as giving a Damn)
Smoke Customer Intelligence: 20 April 2020
A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...
5 min read
Managing the Voice of the Customer in Times of Crisis
Smoke Customer Intelligence: 26 March 2020
We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...
2 min read
Understanding the words customer share
Smoke Customer Intelligence: 19 March 2020
Customer feedback has become hugely popular over the last two decades. Thanks to its ease of implementation, quantitative research is a popular...
3 min read
Don't look a gift horse in the mouth. Unhappy customers are a goldmine
Sarah Lubbe: 25 February 2020
Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...
2 min read
The DNA of a Survey | Whitepaper
Sarah Mackenzie: 29 January 2020
Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...
2 min read
VoC for TCF compliance
Smoke Customer Intelligence: 23 January 2020
For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...
3 min read
Aligning Patient Experience with HCAHPS
Smoke Customer Intelligence: 21 January 2020
According to a study by Deloitte, global spending on healthcare will increase at an annual rate of more than 4% for the next two years, reaching a...
2 min read
The one resolution every CX manager should make (and keep)
Smoke Customer Intelligence: 17 January 2020
It's a New Year, and many people use this time of year to set new goals for themselves. New Year's resolutions have become somewhat of a tradition;...
2 min read
Smoke Customer Intelligence recognised in Gartner's for VOC Apps
Smoke Customer Intelligence: 07 January 2020
Smoke Customer Intelligence, a Voice of the Customer software provider, has been named as a Notable Vendor in the Gartner "Market Guide for...
Customers at the Center
Smoke Customer Intelligence: 27 November 2019
Your customers are truly why you exist. Don't forget it
1 min read
Timing is everything
Smoke Customer Intelligence: 27 November 2019
Your circumstances are not beyond your control, be they good or bad. In the bad times, there are things you can do to change them. In the good times,...
1 min read
Hone your Craft
Smoke Customer Intelligence: 18 November 2019
It has been said that it takes 10 000 hours to become an expert at something. After a decade, the team at Smoke CI has collectively achieved more...
1 min read
The opportunity of insight
Smoke Customer Intelligence: 18 November 2019
Measurement creates knowledge. Knowledge creates insight. Insight creates opportunity. When you have the ability to listen to your customers, you...
1 min read
South African business conquering the world
Smoke Customer Intelligence: 18 November 2019
From the Kreepy Krauly to the CAT scan and Pratley's Putty, South African products have time and again proven their clout on the global stage. While...
1 min read
CX is a journey, not a destination
Smoke Customer Intelligence: 18 November 2019
Many organisations embark on a CX strategy with a future state in mind. This is of course the starting point of any successful strategy, but those...
1 min read
Reliability feeds innovation
Smoke Customer Intelligence: 18 November 2019
Innovation has become a catch phrase used by many organisations, however, often it is not translated into action or long lasting impact. The bedrock...
1 min read
Bold Vision Drives Bold Action
Smoke Customer Intelligence: 12 November 2019
Big, hairy, audacious goals are what moves Smoke CI forward. Throughout our 10 year history we have set ourselves goals, that from the outside, seem...
2 min read
Grit will get you through building customer experiences
Smoke Customer Intelligence: 08 November 2019
Building a business is not easy. Building a sustainable business even more so. It takes more than a big idea, it takes people working together,...