Smoke CI Articles

3 min read

Screw it, Lets do it

Andrew Cook: 25 June 2018

Customer Experience lessons from Virgin Group

3 min read

3 Things You Need to Acquire and Retain Millennial Insurance Customers

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

Highlights from the CEM Africa Summit 2017

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

Nine ways to improve customer experience in any industry

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...

1 min read

Smoke CI’s BEE level changes the future of small black-owned business

Smoke Customer Intelligence: 02 August 2017

Small, start-up businesses in South African face challenges on a daily basis. From finding the right partners to invest in the new business, all the...

3 min read

Who is responsible for customer experience in your company?

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

Four reasons your customer experience strategy might fail

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 Customer Support Portal

Smoke Customer Intelligence: 21 July 2017

As Smoke CI grows and strives for continual improvement, we have migrated our support ticketing system to a new, global provider. Through this new...

1 min read

Are you maximising client feedback?

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...

2 min read

Post-call IVR surveys… Are you committing these four deadly sins?

Smoke Customer Intelligence: 25 May 2017

3 min read

Improving insurance customer retention through customer experience

Smoke Customer Intelligence: 04 October 2016

Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of...

2 min read

Tipping the customer centric culture conversion

John Dicks: 03 October 2016

Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ cannot change to a...

4 min read

Six Voice of the Customer strategies to optimise your call centre

Guarin Coetzee: 30 September 2016

Six Voice of the Customer strategies to optimise your call centre Voice of the Customer survey technology can be a powerful tool for managing and...

2 min read

Shifting perspectives on customer feedback in two minutes

John Dicks: 28 June 2016

Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients,...

2 min read

5 ways to analyse customer feedback to improve call centre CX

Smoke Customer Intelligence: 15 June 2016

Four out of ten contact centres don’t analyse the data they collect… Contact centres are known for the vast number of metrics they use to measure...

3 min read

The Lifetime Value of a Customer

Smoke Customer Intelligence: 29 February 2016

The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on...

2 min read

Employee experience matters – a lot!

Smoke Customer Intelligence: 01 February 2016

Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall...

1 min read

Why the insurance industry needs a helping hand

Andrew Cook: 15 November 2015

I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer...

2 min read

Identifying customer needs: why it matters

Andrew Cook: 29 June 2015

It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and...