Guest Experience Feedback Form
Customer experience feedback forms are essential for learning about the ups and downs of your business from your client’s perspective. [...]
Become a rockstar restaurant manager: 7 ways to up your game in 2020
By Ilse de Vries Being a restaurant manager is not for the faint hearted. To most people, the restaurant [...]
7 luxury safari horror reviews that will kill your business – and how to turn them into fairy tales
By Ilse de Vries For many local and international travellers, a visit to a luxury safari lodge is the epitome [...]
The real ‘big 5’ of visitor joy on luxury safari’s: How to get spectacular reviews and return clients
By Ilse de Vries You couldn’t be in an easier business if a hard sell is not your thing – [...]
5 reasons focus groups are the winning formula to getting to know your customer
In a world of big data, the internet-of-things, bots and AI, customer experience demands a shift in our approach to [...]
6 Tips to Find Customer Service Training that actually works
‘Customer service training’ is one of the most common searches by training managers and business owners looking to fix a [...]
Tools & Equipment for Mystery Shopping
Let’s take a look at what you need when planning mystery shopping. Mystery Shopping Tools Nowadays using audio-visual aids are [...]
10 Tips using Mystery Shopping for In-store Customer Experience
Mystery shopping is very successfully used as a methodology to assess customers’ experience. 10 Tips when using Mystery Shoppers Here [...]
The role of mystery shopping in the customer experience space
Mystery shopping originated from the need to observe and measure customer service, product quality and general environments for clients. The [...]
EMPATHY: Where it comes from and where it can take your business CX
Written by Ilse de Vries Why did we start caring? The roots of empathy in mankind Sapiens rule the world, [...]
VIDEO: The Power of Stories to harness VOC for Customer Experience Measurement
Have you ever told friends about an experience as a customer, saying “I had a 3/10 experience”? Most of us [...]
CEM Africa Summit 2018 set to unpack CX opportunities for South Africa
While the customer experience (CX) industry is certainly taking hold in South Africa, the CEM Africa Summit – running from [...]
Gearing for the school holidays with customer journey mapping
The first, and most essential, step in designing a well-rounded, powerful experience for customers over school holidays, is this: imagine [...]
CX heat when it is most needed
For most consumers winter is a dreary time and, unless you’re selling fireplaces or wood, many businesses feel the pinch [...]
The Six Benefits of Customer Experience Strategy
We live in a world of endless consumer options and brand loyalty can no longer taken for granted. Today, customer [...]
Customer Journey Mapping
The first step in Customer Journey Mapping is to understand what customer journey mapping is. What is the value of [...]