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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 …

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The 4 C’s of Customer Experience

I was listening to a lecture on traditional marketing and the 4p’s of marketing and I want to contend that the 4c’s of customer experience are going to overshadow the 4p’s in importance in an ever-expanding market where products are commoditized and variety of choice and limited time lead to the rules of traditional marketing changing. So, let’s talk about the …

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Amazing fact – employees are human after all!

I grew up in a home where my dad worked at the same company for almost 30 years – something I could never fathom as I’ve held various positions at different companies by choice. In fact, like many of my peers, I’m now working in a totally different field from the one I studied, and loving every moment of it. …

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Customer Experience rescue lesson: The art of an apology

Physiologically we are inclined to activate the lizard brain when we have an angry customer on the phone and we can choose one of two reactions: fight, which results in a defensive response or flee, which results in loss of connection or disengagement that erodes any glimpse of recovery. In my coaching of front-line customer service representatives over the years, …

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A Tribute to my CX hero’s

What would CXday be without gratitude and acknowledgement for my CX hero’s. The people who inspired me and gave me the clues and hunger towards solving the never-ending CX mystery. I am going to name some names here as well as links to their work and I promise you without a doubt, if you follow their teachings and read what …

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Customer Experience 2014 and Beyond (CEM Africa Presentation)

It was such a blast presenting and running two workshops at the CEM Africa Summit this year. It’s enriching to meet fabulous and interesting people and also learning from the participation and contribution of everyone who attended. Here are the conference presentation. Feel free to re-use this presentation. Drop me an email if you have trouble downloading from the link …

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The dark side of to-do lists

I am looking at the lists that I made every morning this week and I feel nothing but despair and failure… Every list has but one or two items crossed off, and various new items added every day. I feel like I have not achieved anything. In fact, I feel more behind with my workload than when I started the …