Service Recovery 101: What Are You Missing?
50% of customers who say they are “satisfied” don’t return’
June 19, 2025
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50% of customers who say they are “satisfied” don’t return’
In today’s experience economy, customers aren’t just buying products or
Going beyond quantitative metrics to qualitative insights in Voice of
Have you ever felt like customers are holding back in
Would you ever tell a friend you had a “4/5”
Retailers have long relied on a variety of tactics to
Most companies think they are listening to their customers because
Why Decoding Customers’ Real Needs is Critical Many businesses believe
A friend recently shared his experience with me of providing
Opinion by Liezel Jonkheid, Director and Founder of the Consumer
Unpacking how experience transfer across industries becomes the new standard
I am on the fence about my first experience of
In an era where AI dominates conversations about customer experience,
By Liezel Jonkheid, Director and Founder of the Consumer Psychology
In a world where recommendations flow easily across social networks
In today’s rapidly evolving market, customer experience (CX) is a
“Emotion is often the primary factor influencing customer loyalty and
There is no disputing that customer experience (CX) is the
Picture this scenario: You have just completed a purchase or
Delivering exceptional customer experiences has become a top priority for
Even when your customers love you, your products, the services
Even when your customers love you, your products, the services
Mastering Customer Service Skills is an affordable, self-paced online training
…And how to empower employees to manage tense recovery conversations
The emotional and psychological state of South Africans should not
Let’s face it, in today’s competitive business world, providing a
There has not been a single day over the past
The classic catch 22 for SMEs: to invest time or
South Africa’s low service expectations are fertile territory for delivering
The automotive industry presents a complex perspective around the franchise
A key factor in the success of franchising is its
What sits behind the poor customer service ethic and why
Ever wondered how certain brands manage to create a distinct
‘Customer journey mapping’ is bandied about as the latest buzzword
Business and customer service models are not evolving for the
Keep your customer loyal by applying best practice in customer
We often refer to the importance of an “outside-in” perspective
A fresh look at the value of customer feedback Completing
Empathy is on everyone’s lips! We see tons of Linkedin posts around the importance of empathy.
By Liezel Jonkheid, co-author Betul Yilmaz Do customers tell the
Scanning Linkedin posts early on in the lockdown, I noticed
I’m not a great athlete, but I’ve been a runner
Future proof your business: Get to know your customers The
The people in my team have rather specialized skills: they
I am normally quite vocal about negative customer experiences. However,
It matters what you say, but more importantly, how you
Throughout my career, I have dedicated my time, energy and
Does your accommodation business have a guest feedback process in
I love the luxury of listening to audio books while
This week I celebrated the 10-year milestone of my business.
“Emotion is often the primary factor influencing customer loyalty and
On hearing “mystery shopping”, a person might conjure up an
A few years ago, we watched, with bemusement, apparently tell-tale
The origins of mystery shopping are rooted in the in-store
One of the disadvantages of mystery shopping is that the
A closer look at complex emotional processing in customer journey
At the start of a new year, with renewed energy,
“Plastic?” Is this a question, a statement, a greeting, a
Customer journey design matters Recently I wrote about a nightmarish experience
Qualitative, unstructured feedback reveals the full impact of the customer’s
Losing business: how to ensure customers never forget you Previously
When last were you airlifted away from a car breakdown
South African consumers are generally exposed to very low levels
How often is the excitement you experienced when buying something
Over the last few years, tracking recommendation as part of
Love me!…. that’s what customers want to feel. And how
3 Lessons to your customers’ hearts According to Forrester, of
According to a study of 362 companies’ customers by Bain