Jul 5, 2023
Let’s be honest: how often have you called an organisation’s contact centre in a good mood? I’d wager that the answer is somewhere between “seldom” and “almost never”. After all, most of us only call them because we’ve...
Jun 22, 2023
To remain profitable, a business needs to keep attracting new customers and retain existing ones. Keeping customers once you win them is essential to build customer lifetime value and long-term profitability. That’s because attracting and onboarding a new...
Jun 9, 2023
Even when your customers love you, your products, the services you offer, or your staff, at some point you may be faced with an unhappy, disappointed, or dissatisfied customer. By Liezel Jonkheid, director and founder of the Consumer Psychology Lab It could be a...
May 25, 2023
In the past, online shopping was primarily about convenience. But according to Wired, this accelerated by 77% just months into the pandemic, progressing innovation and adoption of digital commerce by half a decade. Shopping, working, and socialising online became...
May 25, 2023
The emotional and psychological state of South Africans should not be underestimated when it comes to shaping your customer experience and service delivery, writes Liezel Jonkheid, director, and founder of the Consumer Psychology Lab. South African consumers are in a...
May 22, 2023
While customer relationship management (CRM) solutions have been around for almost two decades, many implementations still fail to deliver the expected value while many new implementations fail from the start. By Chris Fourie, divisional director: enterprise at 4Sight...
