Map The Journey

Building your success, one ecstatic customer at a time

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Are you an SME?
We want to know how you are managing the challenges around customer and staff experience in your business.
Be Part of the Survey
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We help to craft your
customers' journey
Inspire your teams to deliver moments that matter
What We Do
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We help people to have their
voice heard, and matter
Shape your offer so they share their stories
What We Do
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Building your success,
one ecstatic customer
at a time
Shape your offer so they share their stories
What We Do

Customer Experience CX Specialists

As Customer Experience CX Specialists, let us research and develop your customer experience strategy with you and help make your business a success. A great customer experience is key to your prosperity.

Customer
Feedback

Discovering your customers’ experience journey.
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Customers'
Experience

understand how your customers interact with your brand.
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Employees: Culture, Engagement And Experience

Understand your employees' experience with your brand.
Read More >>

Your Customers:
Insights

Insightful feedback into consumer and brand behavior.
Read More >>

CX Design
& Strategy

ONE VIEW of how to serve customers for the desired experience for satisfaction and loyalty.
Read More >>

Customer
Feedback

Discovering your customers’ experience journey.
Read More >>

Customers'
Experience

understand how your customers interact with your brand.
Read More >>

Employees: Culture, Engagement And Experience

Understand your employees' experience with your brand.
Read More >>

Your Customers:
Insights

Insightful feedback into consumer and brand behavior.
Read More >>

CX Design
& Strategy

ONE VIEW of how to serve customers for the desired experience for satisfaction and loyalty.
Read More >>
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Humanising customer connection

Understand, Change and Manage consumer behaviour

Customer Experience Is The Key To Your Prosperity

A great customer experience is key to your prosperity. There are various definitions digging into all sorts of details to explain the concept of customer experience. But, at its core customer experience deals with emotional response. As Customer Experience CX Specialists, let us research and develop your customer experience strategy with you and help make your business a success.

Whenever someone interacts with your brand they become emotionally involved, and the impact of their emotional response is what customer experience is all about. Contrary to what you might think, their emotional response is not only determined by how they felt at the time of their experience but, rather, by the recollection of the interaction and the feelings they had afterwards.

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 world’s leading innovators

Insight250 winner

Liezel Jonkheid was named an Insight250 winner for 2021. This positioned her among the world’s leading innovators, visionaries and pioneers focused on elevating and enhancing market research, enterprise intelligence and data-driven marketing. Insight250 spotlights 250 of the world’s insight leaders and innovators across the academic, enterprise, agency, technology, consulting and media realms. 

A committee of research, insight and marketing professionals reviewed a spectrum of dimensions to make the Insight250 selections, including professional experience, academic accomplishments, publication contributions, thought leadership, industry involvement, insight innovations and sector accolades, among others.

Enhancing Market Research

Latest Insights

Sharing Experiences and Insights

What Our Clients Are Saying

When asked, “aside from features and benefits, what differentiates your business from your competitors?”, my answer would be always be “our people” but I couldn’t define this intangible asset any further. Until that is, I met Liezel, she was referred by a friend who rated her highly, so we decided to give her a try. After a gruelling 1-day workshop we were tired, and I was concerned that we hadn’t hit the mark but then in a seemingly effortless closing statement Liezel and her team ‘delivered’ a simple list of why people love us and BOOM our ‘reason for being’ was clear and defined. We are very excited about our journey and looking forward to the next phase under Liezel’s guidance. Thank you to The Consumer Psychology Lab.
Bradley PorterDirector Connect Space
Testimonials are always so subjective and thus I always tend not to believe them yet here I am writing one about the Consumer Psychology Lab! Having worked with Liezel and her team several times over the last decade on some audacious and industry breaking projects what I can say is her input, management, attention to detail and overall help have been priceless. I would without a doubt recommend her business to you especially if you are in the CX space or even in the market for something such as learning about your customer and their journey. I can’t really say more than that in writing without sounding like an advert and you are welcome to engage with me directly for more detailed information about our experiences with them
Michael EmeryMarketing Executive - Ambledown Financial Services
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.
Jacques de Kock | Executive: Human Capital Urolocare Hospitals
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.
Professor Mornay Roberts-LombardUniversity of Johannesburg
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.
Vidhya ParbhooSales Manager – Lexus South Africa
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.
Salomé Banks Mediwell Digital Health (Pty) Ltd
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
Andrew BrownMD | Daily Buzz
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.
Patrick CarrollLexus South Africa
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managing the challenges

Are you an SME?

We want to know how you are managing the challenges around customer and staff experience in your business.

Most industry research and white papers focus on big business, and
often do account for the context of smaller business. SME’s typically don’t have the deep pockets of big corporates for research, resources, expertise in CX. This is an opportunity to access industry trends focused specifically on smaller business.

We want to understand the needs of smaller business relating to
  1. The changing needs and expectations of your customers and employees;
  2. How you keep your customers, and
  3. How to turn them into brand advocates, to grow business.
  1. You will have access to the report [findings] to benchmark your business in a similar context;
  2. You will be eligible for one of THREE, free 3-hour consultation sessions by reputable CX specialists and business coaches [including high level recommendations].

15 minutes

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Be a part of our online CX Study

Clients that speak volumes

Trusted by international brands

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© 2022 by The Consumer Psychology Lab 
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