2 min read
.jpg?width=30&name=icon_primary(1).jpg){kind=icon}
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...
3 min read
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
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...
2 min read
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,...
3 min read
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...
1 min read
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
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...
2 min read
Andrew Cook: 29 June 2015
I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a...
2 min read
Andrew Cook: 29 June 2015
Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s...
2 min read
Andrew Cook: 10 March 2015
Customer experience management is about balancing the fluffy stuff with optimal operations. Focusing on delighting your customers means that customer...
2 min read
Andrew Cook: 20 February 2015
Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new...
2 min read
Andrew Burns: 18 December 2014
The Customer Effort Score (CES) is rapidly gaining popularity as a way to measure customer experience. While both the Net Promoter Score and Customer...
2 min read
Andrew Burns: 11 December 2014
In a competitive marketplace where businesses vie for customers, your Customer Satisfaction Score is a key differentiator and, increasingly, has...
2 min read
Andrew Cook: 17 November 2014
7 November 2014 – Andrew Cook
2 min read
Andrew Burns: 24 October 2014
As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers...
2 min read
Andrew Burns: 09 October 2014
Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar...
