Courageous voices of customer experience

‘Why don’t we have a special men’s day?’ I am often asked by my male counterparts when the entire country enjoys a public holiday on 9 August every year. Apart from the global drive to accelerate gender parity, in SA we have an additional reason to celebrate women’s courage and strength. Our history contests to […]

“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 […]

CX magic in an unexpected place: How Standard Bank stole my heart

Customer journey design matters Recently I wrote about a nightmarish experience with Nedbank — a far cry from the magical “customer journey” industry specialists like myself champion. Quick summary: my business account was simply frozen with a day’s notice before the Easter weekend, due to (plainly not well thought-out) FICA enforcement measures. After the initial shock and […]

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 […]

Breaking up is hard to do, but does not have to end in tears

Losing business: how to ensure customers never forget you Previously I wrote about managing service recovery by doing the right thing in an extraordinary way. But two recent experiences made me think about how brands manage customers who opt to terminate the relationship. The right way: You don’t love me anymore, but let me help […]

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 […]

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 […]

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 […]

The 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, the NPS has been an important metric for […]