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The drivers of customer loyalty

Loyalty has various dimensions to it that I would like to explore in more detail. Attitudinal Loyalty This refers to my attitude towards a brand. What I say about the brand may be positive and how I relate to the brand may be positive, but whether my behaviour is aligned with my attitude is not necessarily guaranteed. Behavioural Loyalty This …

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How customer centered innovation will drive differentiation

Anyone can copy your product or your store or your decor or your ideas. What is much more difficult to copy is a richly embroidered experience. When you have designed an experience and paid attention to a thousand details in that experience, it is incredibly difficult to copy that. The thing about innovation is: It is not expensive. Anyone can ...
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Why customer experience transformation will grow your business

Many businesses have forgotten why they exist. As Simon Sinek so eloquently said, “We all know what we do and how we do it but we don’t nearly question enough why we do things.” Your business exists for one purpose and one purpose only and that is to solve some problems in a customer’s life. The key to success and ...
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What is customer experience?

There are so many definitions out there. What a definition of something tries to achieve is to box the subject into something neat and consumable with which a person can feel comfortable. Customer experience definitions do not achieve this. The ones I have found all remain messy although they sound neat. Over the years I have changed my mind about ...
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Those ‘idiots’ are your brand ambassadors!

We all know the 4 P’s of the marketing mix: product, place, promotion and price. But I want to challenge this and ask where does the ‘why are we in business other than to make money’ fit into this equation and with that, why are employees and customers left out of the loop to help create customer experiences in many …

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No sense of humour required.

I sometimes look at kids and the way they laugh so easily without any inhibitions and I wonder when we as adults decided that laughing too much or too hard was inappropriate.  In fact, kids laugh on average approximately 400 times a day and adults a mere 15 times!  Maybe it is because humour has become an intellectual exercise for …

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#Badcustomerservicemustfall

We’ve all been there, it’s nothing new, but what get’s to me is that we as consumers accept ‘it’ even though we all agree it is wrong.  And by not saying anything, companies and brands will continue with it – this crazy thing called ‘bad service’. Maybe you can identify with the following story… I was in a very well …

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What is this CX thing everyone is on about? By Mareli Smit

I was recently introduced to a new way of looking at business and customers as a whole generic crestor price.  As a marketer at heart this paradigm shift took me by surprise as there was always the view that businesses should know their customers. However, most focused on their customers’ income, shopping and spending habits, media consumption and more, but …

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Compete on connection

Today I made a connection. I took someone who felt ignored, neglected, disrespected and invisible and I showed them they matter. They are worth my time and my attention. I showed them I give a damn! So often, we complicate solutions. We want to be clever, intellectual and be rewarded for complicatedness. Companies like Apple dont ask how they can …

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Customer Experience F-Words

When Customer Experience is introduced into a corporate strategy or dusted off, when it has been there all along, as a part of a strategy review, it can be a daunting task. Customer Experience is not a neatly scoped project that involves only a technology implementation or people transformation or process optimization ̶ not that in anyone’s experience any of …

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Customer Journey Mapping Workshop – Delegate Notes

What a delight when people from so many industries and backgrounds come together to collaborate and co-design. The recent workshops held in Cape Town and Johannesburg was packed to the brim with innovative passionate people. A big thanks from me for sharing your thoughts and insights and making it such a rich experience for all who attended and participated with …

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Journey mapping as a people transformation tool

Over the years, I have been fortunate to see so many groups change before my eyes when I facilitate  journey mapping sessions. Whether it is a team of executives or a team of call center consultants, the results are always significant. As I am writing this, I do feel a little like a mad professor telling the world about my CX(customer experience) experiments …