Customer Experience Specialist | Consumer Psychology Lab

Ensure They Love You

Listen to what your customers tell you

What We Do

Map The Journey

Guard your customers' impressions, every step of the way

What We Do

Customer Experience Specialists

Building your success, one ecstatic customer at a time

Buying Essential Goods

Consumer research

A South African perspective of changing consumer behaviour before and during the national lockdown

Everyone’s reality changed drastically overnight – how we work, where we work, how we live and how we sustain ourselves.

The study aimed to understand how South Africans adjusted to the changes, especially how essential goods (before, during and potentially after the lockdown) are purchased. Consumers’ buying behavior would be affected, and we wanted to gain some insight into how retailers can redesign their customer experiences around a new reality. This is what we found.

Latest Insights

Analyzing industry trends

Redesign your customers’ experience around three emerging customer personas

Scanning Linkedin posts early on in the lockdown, I noticed

September 11, 2020

A runners guide to improving customer experience

I’m not a great athlete, but I’ve been a runner

July 29, 2020

Latest CX Info

Insight into Consumer Experience in Industries

Customer Experience In Hospitality Best Practices Report

When the Global CX Cares group, a group of 30

October 15, 2020

What is the value of customer journey mapping?

To answer this, it is important to understand what customer

June 25, 2020

Latest Commentary

Analyzing industry trends

Covid19 is changing consumer behaviour

July 24, 2020

Two steps to start the recovery of business using CX

June 24, 2020

What Our Clients Are Saying

Our brief to CPL was simple. Come up with a program to improve employee engagement that would ultimately lead to improved levels of care for our clients by transforming our workforce. CPL developed a unique program, taking into account the unique intricacies of our business, and rolled it out to all. I have no hesitation in recommending CPL to any company wanting to invest in their workforce.

Over the past years as guest speaker and case study developer, Liezel has always engaged our students with practical applications of real-life customer experience scenarios and fantastic hands-on guidance. Her phenomenal subject matter expertise and creative skills makes the Consumer Psychology Lab a highly knowledgeable service provider in the consumer sciences industry.

With great teamwork, attention to detail, willingness to go the extra mile and aspirations to live up to the highest standards, they consistently surpass the competition. And, as the Lexus brand stands for amazing customer experience and always exceeding expectations, they are a perfect fit for us.

Liezel played a huge role in focusing and fine-tuning our offering through strategic input and practical advice, born from extensive industry knowledge. Through her consulting we were able to create synergy in our team and focus on the same business objectives – we know our business now has a solid foundation.

Liezel put together an impressive multi-disciplinary team of researchers who were professional and genuinely interested in my business. The research and feedback was very insightful. We have incorporated the feedback into the way we see and serve our customers, as well as in the environment we aspire to create for them

Consumer Psychology Lab has partnered with us since 2009 and played a pivotal role in establishing Lexus as a customer centric brand. Liezel’s focus and ability to understand complex customer interactions and behaviours and to drill down to the underlying root causes is a key strength and separates her and her team from other research companies.