3 min read
Tap into your employee's psyche to manage for success
The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...
Smoke CI Articles
Explore our content:
CX Trends & Insights (4)
4 min read
Customer Experience at arm’s length. It’s all about your intermediaries.
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...
6 min read
Don't let the Grinch steal Christmas. A complete guide to Detractors.
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
Employee Engagement the Santa way. Why the Elves are happy at work.
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
No idea how to build a Customer Journey Map? Here are our top tips
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
The black sheep no more. B2B Customer Experience finding its place
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
To research or not research, that is the question
Sarah Lubbe: 19 August 2020
Betty has a product
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)
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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...
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;...
3 min read
Uncovering your REAL customer experience
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
Decluttering your Customer Experience Strategy
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
Winter is Here – Customer Experience lessons from Game of Thrones
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
Customer satisfaction through the right questions
Smoke Customer Intelligence: 18 January 2019
Metricising customer service for successful CX
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...