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Customer Experience Specialists

Building your success, one ecstatic customer at a time

Assess & Audit

Understand how your customers interact with your brand

Employee and Customer Experience

Understand your employees’ and customers’ connection to and experience with your brand

Empower your Staff

Workshops will empower and ignite the passion of your employees

Research & Discover

Insightful feedback into consumer and brand behaviour

Strategize & Design

Craft a winning Customer Experience Strategy

Measure & Track CX

Customizable qualitative CX measure and tracking methods

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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.

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Clients

Here are just some of our clients we have worked with

Jacques de Kock, Executive: Human Capital – Urolocare Hospitals

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.

Professor Mornay Roberts-Lombard, University of Johannesburg

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.

Vidhya Parbhoo, Sales Manager – Lexus South Africa

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.

Salomé Banks – Mediwell Digital Health (Pty) Ltd

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.

Andrew Brown, MD – Daily Buzz

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

Patrick Carroll – Lexus South Africa

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.