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 […]

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 […]

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 […]