“Plastic” Question or greeting?

“Plastic?” Is this a question, a statement, a greeting, a reprimand for using plastic at all? As many South Africans, I have become too familiar with this remark at grocery store pay points.  The disinterested expression accompanying it, can also make it seem a bit rude, if not only indifferent. Trevor Noah’s interpretations of “This […]

Why you need to make it easier to buy from you

Love me!…. that’s what customers want to feel. And how often do business fail to achieve this – not with the big stuff, but in the small changes we implement in our business, without considering the impact on our customers. Recently I experienced one of those moments that made me wonder about whether the medical profession […]

Emotions takes the center stage in consumer behaviour

3 Lessons to your customers’ hearts According to Forrester, of the three factors driving customer loyalty – non-CX factors, Rational CX, and Emotional CX – Emotional CX is the primary influencer, stronger than the other two combined. The role of emotion in buying behaviour has slowly elevated itself back on the center stage, to one […]

Enforcing compliance: How nót to do it

Well, I can certainly say that I learned a big lesson this weekend! But don’t think I’m the only one. As the saying goes, consumers often talk with their feet, and Nedbank might soon see an exodus from their 100,000 account holders, after the recent tactics used to punish non-compliant clients. My story started when […]

An Experience To Remember: But What Do They Remember?

Qualitative, unstructured feedback reveals the full impact of the customer’s experience and how it will influence her future decision-making, loyalty and advocacy. Yet companies often view a contentious incident very differently, which leads us to that infamous question: is the customer always right? Is The Customer Always Right? Ian Golding recently delved insightfully into this dilemma in […]

Hate calling call centres?

Recently I had yet another experience with a call centre which had my blood pressure rise to dangerous levels. In South Africa, there is no longer an option for a customer to talk to a bank, other than through a call centre. Well, maybe if you have a private banker, who is actually accessible to […]

Real value of customer recommendation

Over the last few years, tracking recommendation as part of customer satisfaction or CEX measures has been widely used across many industries. Since the introduction of the Net Promoter Score (NPS) by Fred Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow”, NPS has been an important metric for companies […]

Effortless customer experience is priceless

How often is the excitement you experienced when buying something you really wanted, diluted with the after sales experience? Effortless interaction jumped onto my radar again after a disappointing experience when buying the new iPhone7. The importance of Customer Experience The sales experience extends beyond point of sale I recall complimenting the salesperson on the […]

4 ingredients to designing great customer experience

South African consumers are generally exposed to very low levels of service on a daily basis. No matter where you wish to spend your money – at restaurants, hotels, or shops, you are likely to experience a lack of care and indifference from the staff, who is presumably there to serve you. However, South Africans […]

Do the right thing in an extraordinary way

When last were you airlifted away from a car breakdown site, with no injuries? Well, I for one, never! This is a story about customer experience that grabbed my attention. Even for me as a customer experience professional, my initial reaction was one of disbelief! This cannot be true.. Well, you be the judge of […]