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...
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;...
3 min read
Smoke Customer Intelligence: 17 October 2019
It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...
3 min read
Smoke Customer Intelligence: 27 August 2019
As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...
3 min read
Andrew Cook: 11 April 2019
There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...
2 min read
Smoke Customer Intelligence: 18 January 2019
Metricising customer service for successful CX
3 min read
Gustav van Pletzen: 25 May 2018
Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...
2 min read
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...
2 min read
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...
3 min read
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...
2 min read
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...
1 min read
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...
