Customers in 2020 – What customer intelligence will be most critical?

  Looking ahead into the future can be difficult in our ever-changing business environment. But the future is not that far away, with the year 2020 being just around the corner. In order to get a gauge on what to expect just think of all the changes taking place right now, among B-to-B companies. Customers [...]

By |2017-04-18T11:41:23+02:00Apr 18th, 2017|

5 Ways to screen customer feedback before acting on it

Gathering customer feedback is an important step in optimising the service delivery of your business. But this feedback needs to be analysed, pre-processed and cleaned up before you attempt to draw any meaningful conclusions. The first step is to weed out feedback that is aspirational, hypothetical and based on third party statements. After this initial [...]

By |2017-01-27T08:47:35+02:00Jan 27th, 2017|

84% of people trust a recommendation by a family member or friend

  On the other hand, they also trust a bad report too, and tell many more people! In every business particularly in South Africa, you need to know what your customers are saying about your service, your brand, your business. I find it strange that in the hospitality industry so many restaurants truly don’t seem [...]

By |2019-08-19T11:12:30+02:00Sep 20th, 2016|

The price of not listening is high

What is the cost to you for poor customer service? “You learn when you listen. You earn when you listen—not just money, but respect.” —Harvey Mackay You can have an exceptional product, however, if you fail to consider how it fits the needs and requirements of your customers you will lose your business. Not listening [...]

By |2016-08-25T09:49:34+02:00Aug 25th, 2016|

The Purpose of QR Codes

No matter how or where companies advertise, QR Codes aren't that far away. Why is that? Learn about the impact of QR Codes on mobile marketing and why businesses love using them to reach a wide range of their target audience. WHAT THIS ARTICLE COVERS: How and when did QR Codes become so widespread? How [...]

By |2016-08-04T10:19:37+02:00Aug 4th, 2016|

6 Reasons why Customer Feedback is important to YOUR business

6 Reasons why Customer Feedback is important to YOUR business Customer feedback is a marketing term that describes the process of obtaining a customer’s opinion about a business, product or service. Customer feedback is so important because it provides marketers and business owners with insight that they can use to improve their business, products and/or overall [...]

By |2016-07-26T08:57:28+02:00Jul 26th, 2016|

Why Focus on Making Emotional Connections with your Customers?

       Did you know that most think that customers make buying decisions with a rational approach, analysing details like features and financials? Not true. Over 50% of an experience is based on emotions. All buyers are influenced by their emotions. They just may not realise it. How customers care about your products/services may [...]

By |2016-07-18T07:57:22+02:00Jul 18th, 2016|

How can I strengthen my customer connections?

  Do you wonder how to build and strengthen your connections’ to get greater results and get closer to your clients? Now is the time to consider: How can you make a stronger connection with your customers? What emotions do you want to evoke? What can you do differently to provide the kind of service [...]

By |2016-07-18T07:52:28+02:00Jul 18th, 2016|

Give your opinion on your dining experience

How often have you been at a restaurant and been asked “how is the meal?” – if it was bad you would like to let them know it was not too good, but what people usually do, is just say “it was fine”  with a tight smile and not say anymore. The reason people usually [...]

By |2016-07-11T06:44:37+02:00Jul 11th, 2016|

Close the CX loop with real time feedback Turn customer feedback into customer delight

ONE PLATFORM- MULTIPLE SOLUTIONS: KINETICA CX Surveway provides a range of solutions to measure and help you gain insights about the customer experience, understand how your operations are performing and thereby ensure overall business success. The Surveway solutions are built on the powerful and flexible cloud based Kinetica CX platform and can be used individually [...]

By |2019-08-15T12:05:15+02:00Jun 6th, 2016|