2 min read
The Power of a Simple "Thank You"
A SIMPLE “THANK YOU” CAN GO A LONG WAY TO MAKING YOUR TEAM FEEL RECOGNISED
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2 min read
Common Day-to-Day Mistakes That Leaders Make And How to Avoid Them
Sarah Lubbe: 15 June 2023
In today's fast-paced business world, it can be tempting for leaders and managers to focus on the big picture and overlook the importance of small,...
2 min read
Micromanagement Versus Empowerment: Finding Balance As a Manager
Sarah Lubbe: 01 June 2023
As a manager or team leader, it can be challenging to strike the right balance between micromanaging and empowering your team. On one hand, you want...
2 min read
The Importance of Individuals Contributing to Your Organizations' Goal
Andrew Cook: 11 May 2023
TIPS FOR TEAM LEADERS TO MANAGE THESE TWO IMPORTANT EXPECTATIONS WITHIN THEIR DEPARTMENTS
2 min read
Leadership Styles and Employee Engagement
Andrew Cook: 11 May 2023
Employee engagement is a critical aspect of organizational success. Engaged employees are more productive, committed, and satisfied with their work....
5 min read
Use your Voice of the Customer programme to meet TCF requirements
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Smoke Customer Intelligence: 08 May 2023
Treating Customers Fairly (TCF) is a regulatory approach that requires financial institutions to deliver fair outcomes to their customers. This...
8 min read
Benchmarking Banks - what is a good NPS score?
Smoke Customer Intelligence: 02 May 2023
Everyone loves a benchmark, so we scoured the internet (and chatted to some AI) to find NPS scores for banks across the world to use as yardsticks...
2 min read
Mistakes You're Making That's Losing "Face" With Your Colleagues
Building trust and credibility in the workplace is vital to developing strong working relationships with your colleagues. However, it can be easily...
2 min read
Important of Customer Experience in Financial Services
Smoke Customer Intelligence: 24 April 2023
In today's digital world, providing an exceptional customer experience is a key differentiator for companies in the financial services industry,...
2 min read
Impact of emotional connections on customer loyalty
Smoke Customer Intelligence: 21 April 2023
Emotional CX, also known as emotional customer experience, is the latest trend in the we are covering in our trend series. It refers to the positive...
3 min read
Proactive customer service used to drive CX
Smoke Customer Intelligence: 14 April 2023
In the world of customer experience, businesses are constantly seeking ways to improve the interactions they have with their customers. A trend that...
2 min read
Generational impact on Voice of the Resident Feedback
Smoke Customer Intelligence: 03 April 2023
The UK is a diverse country with a range of different generations living in housing association properties. Each generation has their own set of...
2 min read
Omnichannel CX - a trend here to stay
Smoke Customer Intelligence: 31 March 2023
Omnichannel CX has been a buzzword in the customer experience industry for years, and for good reason. In today's digital age, customers expect a...
2 min read
The ROI of Resident feedback
Smoke Customer Intelligence: 27 March 2023
Resident feedback is crucial to the success of housing associations in the UK. It helps housing associations to understand their residents’ needs,...
2 min read
Privacy and Trust in CX
Smoke Customer Intelligence: 24 March 2023
In the next part of our trend series, we explore the impact of trust and privacy on Customer Experience Management and what businesses can do to...
2 min read
UK Legislation driving the need for Resident Feedback
Smoke Customer Intelligence: 20 March 2023
As the UK continues to grapple with a housing crisis, the importance of resident feedback in the housing sector has never been more crucial. In the...
2 min read
Trend of Artificial Intelligence in CX
Smoke Customer Intelligence: 17 March 2023
As part of our 11-part trend series, we take a deeper look at AI-powered CX and explore how businesses can implement this trend to enhance their...
2 min read
Why Having a Friends Matters at the Office
WHY HAVING A FRIEND IN THE WORKPLACE MATTERS Workplace friendships can have a profound impact on our overall well-being and job satisfaction....
2 min read
Digital channel vs Traditional - which is best for resident feedback?
Smoke Customer Intelligence: 13 March 2023
The value of Residence Experience cannot be underestimated in the UK. Housing associations are responsible for providing affordable and quality...
2 min read
The trend of hyper personalisation in CX
Sarah Lubbe: 10 March 2023
As part of our 11 part trend series, we examine hyper personalisation as a trend that continues to impact customer experience.