Who is responsible for customer experience in your company?

Listen Take Action Voice of the Customer

After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this company” It was a rhetorical question, but the more I thought about it, the more I wanted to know who re. After 13 phone calls and four emails, I was no closer to resolving an easy query … Read More

Smoke Customer Intelligence Customer Support Portal

 Smoke Customer Intelligence Customer Support Portal As Smoke CI grows and strives for continual improvement, we have migrated our support ticketing system to a new, global provider. Through this new solution we are able to better manage our tickets, provide ever better support to our customers and gain deeper insight into our support to you to meet this continual improvement … Read More

Four reasons your customer experience strategy might fail

In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the process of implementing a CX strategy, there are four hurdles you need to overcome to make sure it’s successful. Four common reasons that interfere with the success of your CX strategy 1.    Not linking CX to business goals … Read More