4 min read
Sarah Lubbe: 09 December 2020
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and interdependent business world means that many organisations operate within complex value chains,...
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6 min read
Sarah Lubbe: 04 December 2020
There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...
7 min read
Sarah Lubbe: 02 December 2020
The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...
4 min read
Sarah Lubbe: 27 November 2020
Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...
4 min read
Sarah Lubbe: 02 September 2020
For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...
4 min read
Sarah Lubbe: 19 August 2020
Betty has a product
6 min read
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
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
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
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
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
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
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
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
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: 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...
Smoke Customer Intelligence: 27 November 2019
Your customers are truly why you exist. Don't forget it
1 min read
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
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
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...
